Customer Experience Representative

Are you someone who thrives on patience, loves connecting with others, and genuinely enjoys making customers' days better? Carpet Tech, a local floor cleaning and restoration company, is on the lookout for Customer Experience Representatives who truly understand what it means to walk in our customers' shoes. If you're someone who listens well and jumps into action to assist with any customer request or concern, we want you on our team.

Carpet Tech has grown successfully over the past decade because we prioritize serving our customers exceptionally well. Our Customer Experience Representatives are the face of our commitment to excellent service. They know how to respond promptly to customer inquiries and ensure our customers are satisfied with every interaction.

As a Customer Experience Representative, you'll be responsible for communicating with customers and understanding their needs to ensure a smooth booking process. You'll be the first point of contact for our customers, so excellent communication skills, the ability to ask the right questions, and offering solutions that fit our customers' needs are crucial. You'll also play a vital role in coordinating between customers and our service technicians to ensure everything runs smoothly.

JOB RESPONSIBILITIES:

• Handle a high volume of incoming phone calls, text messages, and online inquiries
• Welcome guests, visitors, and customers with a friendly attitude in our lobby
• Identify sales opportunities by understanding customers' needs
• Provide accurate information and explain the features of our products and services
• Keep up to date with competing products and services in the industry
• Help customers find additional products and services they might need
• Schedule appointments and follow up on pending estimates
• Confirm appointments for the following day and ensure customers are prepared
• Meet and exceed personal and team sales targets while managing call volumes
• Build strong relationships with customers through open and interactive communication
• Handle customer complaints with empathy and find solutions within set time limits

REQUIREMENTS:

• High School diploma or equivalent
• Preferred: 2+ years of customer service experience
• Excellent phone skills and active listening abilities
• Familiarity with CRM systems and best practices
• Customer-focused with the ability to adapt to different personalities
• Strong communication skills, both written and verbal
• Ability to multitask, prioritize, and manage time effectively
• Alignment with our company culture and values
• Accountability and integrity in all interactions
• Ability to stay positive and focused in stressful situations
• Results-driven and able to work well in a team environment

Carpet Tech provides continuous training and mentorship to help you develop your technical and customer service skills. We lead the industry in floor cleaning, restoration, and more, and we're committed to maintaining our reputation for excellence.

WHAT WE OFFER:

• Competitive starting pay, with potential for annual earnings up to $40-$45k based on hourly rate + commission
• Full-time employment with opportunities for growth
• Comprehensive training and leadership development programs
• Fast-paced, team-oriented work environment
• Comprehensive benefits package, including medical, dental, vision, and life insurance
• 401(k) Retirement Plan with company match
• Paid time off
• Access to company gym and employee discounts
• Paid Vacation and Holidays
• Location: Lubbock

Join us in creating memorable customer experiences and making a difference in our community.

Carpet Tech is an Equal Opportunity Employer.