Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle incoming phone calls from potential customers

• Promptly respond to web inquiries from prospective clients

• Engage in consultative discussions to identify customer needs, property concerns, and service interests

• Promote SavATree’s services and expertise to instill confidence and encourage appointment commitments

• Arrange high-quality, face-to-face appointments for Sales Arborists

• Record customer interactions, notes, and outcomes in Microsoft Dynamics CRM

• Utilize scripted discovery questions to grasp customer goals and concerns

• Convey SavATree’s expertise, professionalism, and premium service philosophy

• Professionally address common inquiries and objections

• Implement call control, objection handling, and active listening to assess needs and align customers with services

• Perform outbound follow-up during periods of lower inbound call volume

• Assist with appointment confirmations, rescheduling, and targeted marketing campaigns

• Achieve or surpass metrics related to speed-to-lead, appointment setting, call handling, and customer satisfaction

• Ensure the accuracy and integrity of CRM documentation

• Engage in call reviews, coaching sessions, and structured role-playing exercises

• Represent the SavATree brand and contribute to a collaborative, high-performing team atmosphere

⛳️ Requirements

• At least 2 years of experience in customer service via phone and email

• Friendly and professional demeanor in phone communications

• Strong verbal and written communication abilities

• Familiarity with CRM systems; experience with Microsoft Dynamics is a plus but not mandatory

• Proficient in using telephony systems and contact center technologies

• Capable of multitasking, accurately documenting interactions, and effectively managing time

• Customer-centric mindset with a keen attention to detail

• Preferred experience in appointment setting or consultative selling environments

• Background in home services or premium consumer services is advantageous

• Experience in a performance-driven contact center setting is preferred

• Proven success in a remote or hybrid work environment is desirable

🏝️ Benefits

• Occasional Saturday shifts compensated as overtime or offered in exchange for another weekday off, based on business needs

• Opportunity for remote work

• Access to coaching sessions, call reviews, structured role-play exercises, and AI insights for ongoing improvement