Job description

Job Summary:

Tri-County Drain Specialists, LLC is a growing sewer and drain repair company that is dedicated to providing exceptional customer service to our clients. We are looking for a motivated and experienced Customer Experience Manager to join our team. As a Customer Experience Manager, you will be responsible for ensuring that our customers have a positive experience from the moment they contact us through the completion of their service. You will work with a team of professionals to ensure that our customer service standards are met or exceeded. You will be responsible for performing various administrative tasks, including answering phone calls, responding to emails, updating customer files, scheduling jobs, ensuring accurate data is being logged, inventory and maintaining records. The ideal candidate will be highly motivated, possess excellent communication skills, and have the ability to work independently as well as in a team environment.

Tri-County Drain Specialists, LLC is the #1 Rated and Reviewed service provider in the Fayette County, Pa area.

Key Responsibilities:

• Answer phone calls and respond to text and emails in a professional and timely manner.
• Schedule job appointments and meetings for team members.
• Prepare and maintain accurate records, reports, and other documents.
• Manage the company's database, ensuring that information is accurate and up-to-date.
• Perform basic bookkeeping tasks, including invoicing and reconciling accounts.
• Order and maintain office supplies and equipment.
• Assist with special projects and other tasks as needed.
• Greet visitors and ensure that they are directed to the appropriate team member.
• Provide ongoing support to field team members as needed.
• Update customer information in the HouseCall Pro app
• Monitor the incoming leads that are produced from advertising and follow-ups in the CRM
• Maintain a consistent communication channel between our Field Technicians and customers while they are on the job.
• Monitor and manage customer interactions through phone, email, and social media channels
• Identify areas for improvement in the customer service process and implement solutions
• Collaborate with other departments to improve the overall customer experience
• Analyze customer feedback and data to identify trends and make data-driven decisions
• Develop and maintain relationships with customers and team members

Requirements:

• High school diploma or equivalent.
• 3+ years of experience in a customer service or customer experience management role
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to work well in a team environment
• Experience with CRM software and customer service tools
• Ability to lead and manage a team of customer service representatives
• Proficient in Microsoft Office and other office software.
• Strong organizational and time-management skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong attention to detail.
• Ability to maintain confidentiality.
• Ability to be in the office consistently or work from home as needed.

At Tri-County Drain Specialists, LLC, we offer competitive compensation packages, ongoing training opportunities, and a supportive team environment. If you’re ready to join a dynamic and growing company, we encourage you to apply for our Customer Experience Manager position today.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Uniontown, PA 15401: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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