Customer Solutions Specialist

4 weeks ago

Toronto, Ontario, Canada ServiceTitan Full time

About Customer Solutions

We are reshaping the experience for both businesses and consumers in the trillion-dollar home services industry. Being radically better requires new end-to-end solutions for both businesses and consumers.

Schedule Engine has experienced exponential growth because of our commitment to evolve the industry, our determination to be a positive force, and our passion for groundbreaking technology. Joining ServiceTitan now is a once-in-a-lifetime career opportunity for anyone passionate about making a difference and making history in business and consumer technology.

At ServiceTitan, we use the term "Customer Solutions" because we believe "support" and "service" are only a piece of what our customers really want: Solutions to their home service needs.

We are looking to hire Customer Solutions Specialists who pride themselves on providing world-class customer experiences.

As a CS specialist, you love being the front-line contact and #1 problem solver for customers. Every time you hear a customer's needs, your first response is "how can I solve this?", and you're not afraid to think outside the box to find viable solutions.

You are able to quarterback issues from first interaction through to completion with style and grace. You are the customer's friend, mentor, liaison, information provider, appointment booker, and overall right-hand for all their home needs.

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.
  • Train and mentornew Customer Solutions team members, teaching others to be customer-centric and fiercely protective of our mission to deliver customer-centric home services solutions.

Requirements:

  • You are customer-centric. You are patient, empathetic, and passionately communicative.
  • You are a problem-solver.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.
  • You are a 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.
  • You can "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.
  • Must have a general understanding of Internal Admin Portal
  • Must have a strong working relationship with the Live Services team due to the collaborative nature of this role

Benefits:

  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
  • 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.

We celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

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