Digital Customer Experience Specialist - eSupport Specialist

Overview

Are you the kind of person that thrives with a bunch of tabs open at once? Do you love learning new things (especially online), helping people, and spotting patterns?

We’ve got the perfect job for you!

You’d make a great eSupport Specialist (also called a Digital Customer Experience Specialist).

As an eSupport Specialist:

• You’ll support customers who need help—but through chats, texts, and emails! You’ll let them know they’re in the right hands and help get them to the next step.
• You’ll turn digital conversations into booked appointments. You’ll ask the right questions and gather the important details, guide them through the process, and help get their appointment scheduled accurately.
• You’ll follow up on existing opportunities and help create new ones. Not every customer books right away! You’ll reach back out and check on people to see if they still need help with their homes and you’ll follow up on digital requests. But we don’t just wait for customers to come to us! You’ll also look for ways to help people and turn digital interest into real appointments.
• You’ll engage with people online. When people leave reviews for Morris-Jenkins or reach out on social media, you’ll make sure to respond with the fun, caring, and helpful voice of Morris-Jenkins! (Don’t worry, we’ll teach you how to do that while still being yourself 😊 )
• You’ll spot patterns and ways to improve the customer experience. Because you’ll often be the first point of contact people have with us, you’ll notice when customers are asking the same questions, getting stuck on the same issues, or reacting to commercials the same way.
• You’ll partner with other departments. eSupport works closely with marketing, the contact center, dispatch, operations, and service teams. Customer service is a team effort, and your communication helps everyone serve the customer better.
• You’ll make $43-60k/year!

Responsibilities

Highlights of the Job

You get to be yourself! We’ll give you the tools you need to represent Morris-Jenkins and help customers the right way, but we trust you to bring your own good judgment, warmth, and genuine care to each conversation.

You’ll be part of an exciting and growing piece of Morris-Jenkins! More and more customers wanna text, chat, email, or message companies instead of making a phone call. You’ll help take care of their problems in the way they like to communicate

You’ll deliver fast, helpful, personal service and make it easy for people to do business with Morris-Jenkins.

You’ll be part customer care, part digital problem-solver, and part opportunity creator.

Shifts may vary based on business needs, with our current hiring focus on candidates available to support afternoon and evening operations (typically beginning around 1:30 PM and extending into the evening).

All About You

• You love digital communication! You have a favorite emoji, and things like texting and social messaging feel natural to you.
• You’re a multitasker. You’re great at keeping track of multiple conversations at once, and you have no problem organizing multiple systems and conversations.
• You’re tech-savvy. New technology excites you – figuring it out is fun! You love finding ways to use technology to make things faster and more efficient.
• You’re a strong communicator, especially when it comes to writing. You know how to be clear, warm, and professional (but not stuffy!). You know when to keep things light, when to be direct, and when things might need a little extra care.
• You’re proactive and a go-getter. You aren’t the type to just wait around for a message. You look for ways to follow up with people, solve problems, and create new opportunities for the team!
• You’re curious and you love details. You notice repeated questions, customer frustrations, missed opportunities, and process gaps - and you believe in speaking up when you see something that could be better.
• You can balance service and action. You care about helping customers and solving problems - and you also understand that sometimes the best way to help is to get an appointment booked.

The people at Morris-Jenkins are so happy here, they even voted us for the Charlotte Observer’s “Top Workplace” award year after year. We have HUGE company breakfasts, celebrations, contests, and more!

Submit your application online today!

Qualifications

Qualifications

The Super-Fun HR Stuff

Minimum Qualifications:

• High School Diploma or GED
• 1 year of experience with sales and/or customer support via digital correspondence
• Excellent written & verbal communication skills fluently in the English language
• Ability to write and communicate concisely, yet persuasively
• Impressive Customer Service skills with emphasis on the ability to properly defuse situations and maintain good rapport with customers without verbal communication
• Strong multi-tasking skills with the ability to assist multiple customers at a time
• Able to think quickly, as well as anticipate & solve problems effectively
• Demonstrated competency in Windows-based PC environment, internet, and use of automated systems
• Proficient skills in Microsoft Office applications including Word, Excel, and PowerPoint
• Keyboard typing proficiency a minimum of 50 WPM
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)

Preferred Qualifications:

• Bachelor’s degree in related field, such as Business Admin., Marketing, Public Relations, etc.
• 3+ years of experience in sales and/or customer support via digital correspondence
• Prior experience in marketing

Essential Job Functions per the ADA

Mental & Physical Demands and Work Environment: The characteristics described here are representative of those that must be met by a person to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions per the Americans with Disabilities Act (ADA).  This job description is subject to change and does not restrict management’s right to assign or reassign duties and responsibilities to this job at any time.

Physical Demands: Must be able to remain in a stationary position, over 90% of time for 10 hour shifts.  Constantly operates a computer, phone, and other office equipment.

Mental Demands: Must be able to perceive and distinguish emotions in conversations, as well as deal with adversarial confrontations. Requires an ability to concentrate and prioritize multiple tasks at once. Ability to deal with occasional adversarial confrontations or stressful situations, making prudent decisions in a fast-paced environment in adherence to company values.

Work environment: While performing the duties of this job the noise level is usually moderate. Must maintain confidentiality with customer information.

• Rotational Weekend and some Holidays hours required, as needed

• Must have reliable attendance and flexible schedule availability

Morris-Jenkins is located in Charlotte, North Carolina. We proudly serve the following cities: Ballantyne, Belmont, Charlotte, Clover, Concord, Cornelius, Davidson, Denver, Fort Mill, Gastonia, Huntersville, Indian Trail, Kannapolis, Lake Norman, Matthews, Mint Hill, Monroe, Mooresville, Mount Holly, Pineville, Rock Hill, and Waxhaw. Charlotte is located in Mecklenburg County, but Morris-Jenkins also services Gaston county, Cabarrus county, Rowan county, Union county, Iredell county, and York county (South Carolina). 

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.

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