Customer Experience / Admin SP (Phones & CRM)

Customer Experience / Admin SP (Phones & CRM)

Core outcomes they want:

• Speed to lead:
  • Answer inbound calls quickly
  • Capture leads immediately and get them scheduled right away with the correct sales rep / lead source
• Empathetic, warm communication (not just order-taking):
  • Follow their style of scripting:
    • Express empathy (Im very sorry to hear that)
    • Ask discovery questions (How long has this been going on? Can you tell me more so I can best serve you?)
  • Make the customer feel safe, cared for, and taken care of like my grandma
  • Build trust so the sales reps job is easier when they arrive

Specific tasks / responsibilities:

• Handle all inbound calls and new leads with empathy and urgency
• Lead intake & scheduling:
  • Capture full lead details
  • Book appointments in the CRM/calendar immediately
  • Route leads to the correct lead source / sales rep
• Follow-up & nurturing:
  • Follow up after sales appointments:
    • Ask How did the sales guy do?
    • Check on client satisfaction
  • Ask for reviews and referrals as part of the process
  • Trigger / manage surveys and small incentives (e.g., gift cards) for completing surveys
• CRM-related work:
  • Work inside JobNimbus now and later Radiance once built/integrated
  • Keep lead statuses updated and organized for tracking KPIs
• Optional/desired:
  • Bilingual (English/Spanish) strongly preferred
  • Very strong, neutral/American-sounding phone voice
  • High empathy and relationship-building focus