Customer Experience Champion

2 weeks ago

Toronto, Ontario, Canada ServiceTitan Full time

At ServiceTitan, we are revolutionizing the home services industry with a radically better platform combining world-class technology and next-generation solutions.

We are seeking highly motivated Customer Experience Champions to join our team. As a key member of our customer-facing department, you will be responsible for providing exceptional support to our customers through various channels.

You will be the front-line contact and #1 problem solver for customers, ensuring that every interaction is positive and memorable. Your primary goal will be to educate customers about our membership opportunities and benefits, while also finding creative solutions to their issues.

To excel in this role, you must possess excellent communication and presentation skills, as well as the ability to multitask, prioritize, and manage your time effectively. Strong contact handling skills across phone, live chat, and email are essential, including active listening, grammar, spelling, and typing speed.

Familiarity with CRM systems and practices is a plus. Our ideal candidate is customer-oriented, able to adapt and respond to different personalities, and possesses a strong working relationship with the Live Services team due to the collaborative nature of this role.

This is an exciting opportunity to be part of something new, innovative, and industry-changing. If you are passionate about delivering exceptional customer experiences and have a proven track record in customer support or client service, we encourage you to apply.

Key Responsibilities:

  • Speak with customers via live chat, phone, and/or email channels, taking ownership of their needs and managing them to completion.
  • Educate customers about membership opportunities and benefits.
  • Find creative solutions for customer issues, utilizing a network of service partners.
  • Guide customers through potential solutions to find the best match for them. Book services and ensure completion/satisfaction.
  • Build sustainable relationshipsand trust with customers through open and interactive communication.
  • Meet targets with regard to contact rates, bookings, memberships, and other key performance indicators.
  • Be a fierce advocate for our members, keeping their best interests at the forefront of every interaction.

Required Skills and Qualifications:

  • Customer-centric approach. You are patient, empathetic, and passionately communicative.
  • Problem-solving skills. You are confident at troubleshooting and investigating if you don't have enough information. You treat each customer as an individual with unique concerns and problem-solve appropriately.
  • Self-starter. You always want to go the extra mile to create the perfect member experience, educate yourself, and identify opportunities to improve yourself and your team.
  • Ability to 'roll with the punches.' You thrive in a fast-paced and dynamic atmosphere and have a strong intention to own and help define the member experience.

Benefits:

  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
  • Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and 24/7 virtual healthcare.
  • Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.

Salary Range: $37,000 - $46,000 CAD per year.

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