Customer Journey Specialist

The Customer Journey Specialist will manage the entire customer experience, ensuring clients are informed and supported from initial inquiry through to post-installation. This full-time role will streamline operations by using Housecall Pro to manage workflows and communications between clients and the team.

What we offer…

• Monday to Friday / Full-Time / Eastern Time Zone.
• Be part of an international business and increase your work experience.
• Create your comforts to work as you will have your own space to do so.
• Forget about wasting time going to an office as you will work from home.

What will you be doing in this position?

• Act as the primary point of contact for customers, providing updates, answering questions, and resolving issues from project initiation to completion.
• Coordinate schedules between the project manager, technician, and client to ensure smooth service delivery.
• Utilize Housecall Pro for scheduling appointments, tracking project progress, and ensuring timely follow-ups.
• Handle invoicing and payment processing, ensuring accurate billing information.
• Assist in post-project follow-up, including warranty registration and gathering customer reviews.
• Maintain customer relationships by providing timely updates on project progress, permits, and delivery timelines.
• Support marketing efforts by helping with past customer outreach and re-engagement campaigns.
  

What do we need from you?

• 2+ years of experience in customer service, ideally in home services.
• Strong communication and organizational skills with a focus on customer satisfaction.
• Ability to multitask and manage multiple projects simultaneously.
• Familiarity with Housecall Pro or similar service management software is a plus.
• Detail-oriented with excellent problem-solving skills.
  
  

Your typical workday, workweek and your performance evaluation will be based on…

• Daily Tasks:
  • Answer customer inquiries and provide updates on the project's status.
  • Coordinate with project managers and technicians to ensure the timely completion of projects.
  • Use Housecall Pro to manage appointments, track progress, and follow up with customers.
  • Send invoices and handle payment processing.
  • Assist with post-project follow-ups, including gathering feedback and customer reviews.

• Performance Evaluation & KPIs:

  • Customer satisfaction and retention.
  • Timeliness and efficiency in managing customer communication and scheduling.
  • Accuracy in invoicing and payment processing.
  • Contribution to the overall customer experience through follow-up and relationship-building efforts.

About our Client…

A family-owned business that has been providing home improvement & repair services in Broward & Miami-Dade County for the last 6+ years. They began offering our services to close friends and neighbors, but with great referrals and support they have expanded the business and are now servicing realtors, property managers and homeowner associations.

Apply now to join VA Locator and start making a significant impact in a dynamic environment.

We look forward to your application!