Customer Journey Specialist
Customer Journey Specialist
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1 Vacancy
Job Description
This is a remote position.
Customer Journey Specialist
About Us
We are a growing plumbing franchise committed to exceptional customer experiences. As we expand into new territories like Queensland we re seeking a detailoriented problem solver to join our team as a Customer Journey Specialist.
Role Overview
As the Customer Journey Specialist you ll manage the entire customer experience from initial inquiry to postjob followup using technology to streamline processes enhance satisfaction and support business growth.
Key Responsibilities
Customer Communication: Manage inquiries via phone email and website forms. Provide clear updates throughout the job process using ServiceMate and Flat Rate Now.
Job Scheduling: Schedule and coordinate jobs efficiently optimizing resources and minimizing downtime.
Quote & Invoice Management: Generate quotes follow up send invoices and manage payment collection.
Upselling & Safety Followup: Review safety checklists generate quotes for additional services and track upsell conversions.
Job Documentation: Ensure job cards are completed accurately and follow up on missing documentation.
Review Management: Request and manage reviews respond to feedback and protect our online reputation.
Process Optimization: Assist in improving and documenting business processes and train team members on new systems.
Reporting & Analysis: Provide KPI reports analyze data trends and offer actionable insights.
Success Measures (First 6 Months)
Respond to all inquiries within 4 hours
Achieve 95% client satisfaction
Increase completed jobs by 20%
Maintain a 95% ontime arrival rate
Increase quotetojob conversion rate by 25%
Achieve 30% upsell revenue growth
Requirements
Requirements
Proficiency in ServiceMate and Flat Rate Now or ability to learn quickly
Strong communication and customer service skills
High attention to detail and organization
Experience with virtual phone systems and SMS functionality
Familiarity with project management tools like Trello
Basic understanding of plumbing industry terminology (preferred)
Experience managing online reviews and reputation (preferred)
Desired Skills
Previous experience in trades or home services
Knowledge of upselling techniques
Basic bookkeeping and financial reporting skills
Familiarity with CRM systems and lead nurturing
Requirements Proficiency in ServiceMate and Flat Rate Now, or ability to learn quickly Strong communication and customer service skills High attention to detail and organization Experience with virtual phone systems and SMS functionality Familiarity with project management tools like Trello Basic understanding of plumbing industry terminology (preferred) Experience managing online reviews and reputation (preferred) Desired Skills Previous experience in trades or home services Knowledge of upselling techniques Basic bookkeeping and financial reporting skills Familiarity with CRM systems and lead nurturing
Employment Type
Full Time
