Job Details
About the Job:
The Customer Experience Specialist position, under minimal supervision, is responsible for providing customers with best-in-class experience through the effective execution of their duties. This position is required to understand and help improve the company's quality standards.
Roles and Responsibilities:
Deliver Excellent Customer Experience
- Deliver exceptional Customer Experience and Establish Servi-Tek's reputation as a company that offers excellent customer experience during all sales and after-sales procedures.
- Promptly respond to customer queries via email, phone calls, site visits, or CRM.
Conduct Site Visits
- Conduct Project Site Visits daily for various reasons to conduct a QA Inspection, and leverage these visits with other important tasks that will enhance service delivery.
- Discover possible issues and address them promptly before it is escalated as client complaint.
CRM
Obtain Positive Client Reviews
- Provide feedback to management on customer needs and concerns.
- Obtain and maintain positive 5-star reviews from clients.
- Share customer feedback with colleagues and other departments so that products and services can be improved.
Train Day Porter Supervisors (Onboarding and On-Going Training)
- Train Day Porter Supervisors on job cards, janitorial protocols, and Servi-Tek Values and Policies to maintain our high standards.
- Oversee employees' individual Time Off requests for sick leave, vacation, personal time off, etc., and submitting of forms to the HR Department for approval.
Work Orders and Reports (Servi-Trak)
- Receive requests for tag jobs, calculate the charges, and prepare Tag proposals based on the type of service and the Company's pricing.
- Creating, monitoring, and completing Work Orders and updating important instructions in Servi-Trak
- Endorse work order information across all departments to ensure that tags are completed according to what was approved by the client.
- Prepare Work Order Report and send it to the client or property manager upon completion.
Create and Maintain Company's Standard Operating Procedures
Requirements:
Education
• College Diploma or equivalent preferred
Experience
• 1-3 years of experience in a related role
• Previous experience in customer relations or property management is preferred.
• Ability to prepare, presents, and review oral and written information and documents, in both English and Spanish.
Work Location: Honolulu, Hawaii, residing closely in the area of service
Competencies and Success Factors:
• Ability to work independently with minimal supervision, but also in a team environment.
• Ability to communicate effectively with team members to accomplish common goals.
• Ability to execute specific action plans, anticipate issues and resolve them with a sense of urgency.
• Time management: prioritize tasks to ensure that projects are completed by deadlines, and streamline processes to maximize productivity.
• Obsessed with creating great experiences for our clients and has a client-centered mentality and passion for customer service.
• Very attentive when dealing with each customer; and also be able to sort for useful details in every inquiry/complaint that is being made by the customer, to enable effective problem solving and ultimately, customer satisfaction
• A positive attitude and the ability to build relationships with clients.
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