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Customer Solutions Specialist (Work From Home)
Posted on 4/25/2022
INACTIVE
Locations
Toronto, ON, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
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
  • Technology Driven. You're no stranger to a computer and how to use it. You know the little tricks to maximize efficiency
  • Industry Knowledge. A background in the trades or even better, the home comfort industry is an asset
  • Proven customer support, client service, or direct client-facing experience and skill
  • Hungry to be part of something new, innovative and industry-changing - understanding the work and focus that requires
  • Strong contact handling skills across phone, live chat, and email is essential, including active listening, grammar, spelling, and typing speed
  • Familiarity with CRM systems and practices
  • Customer-oriented, with an ability to adapt and respond to different personalities
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Completed 2+ years of college or university (BA preferred)
  • *Bonus points if you have experience in the home services space
  • Technical Requirements
  • This position is a BYOM (Bring Your Own Machine) role with the following requirements:
  • Equipment: desktop or laptop combined with an additional monitor (mid to large size)
  • Additional monitor is essential for the role
  • A mouse and keyboard is also essential - laptop tracking pads will not be fast enough
  • Machine should have at least 6GB RAM processing power, 8GB RAM would be preferred Internet connection: Minimum of a 30mbps high-speed connection is required - higher is better
Responsibilities
  • Speak with customers via live chat, phone, and/or email channels, taking ownership of their needs and managing them to completion
  • Support multiple service partners for home comfort needs such as; Plumbing, Heating, Cooling, Electric, etc
  • 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 relationships and 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 mentor new Customer Solutions team members, teaching others to be customer-centric and fiercely protective of our mission to deliver customer-centric home services solutions
HomeX

201-500 employees

One-stop shop for expert home support
Company Overview
HomeX believes home service should work better for everyone, all the time.
Benefits
  • Competitive compensation packages
  • Equity
  • Performance-based incentives
  • Competitive benefits
Company Values
  • Innovation - We bring our most inventive ideas to the table, and those ideas can come from any HomeXer, in any role.
  • Solution Building - We're never afraid to fail if it helps us get to the right solution faster.
  • Teamwork - We leave our egos at the door and collaborate with respect and open minds to reach our goals.