Customer Experience Coordinator jobs in Eden Prairie, MN

About us

MSP Plumbing Heating & Air is an innovative, forward-thinking and technology driven home service business.

We are proud of our history but even more excited for our future! Every member contributes to our family focused values while meeting the needs of our customers and community. We pride ourselves on creating a 5-star customer experience with every contact.

We pride ourselves on a culture of collaboration that ensures each team member is valued and empowered to excel as an integral part of our team. Together, we work hard, train passionately, and believe in work/life balance.

Check it out for yourself, visit the MSP YouTube Channel

Role and Responsibilities

• Respond to customer requests, resolving issues and promoting the brand.
• Responsible for training new hires in the call center.
• Work with Customer Success Manager to develop training materials.
• Act as a mentor to the call center team.
• Work with CSR's on adapting the call plan as needed for the business.
• The first point of contact for CSR questions.
• Work 1 day a week as a dispatcher and a dedicated back-up dispatcher for time off requests.
• Work with Customer Success Manager and dispatch to ensure the schedule is full.
• Ability to be flexible to ensure proper coverage in the call center is met (may include some weekends).
• Work with the Customer Success Manager to ensure CSR’s follow all processes, procedures, and policies in place.
• Assist in the review of calls and work orders as needed.
• Work with manager to update team on marketing.
• May assist manager with content for team training.
• Track purchase orders for on-hold jobs and notify dispatch when they arrive.
• Provide “happy calls” to customers we have provided with a service.
• Manage our memberships (status changes, renewals and expired cards).
• Review customer accounts and make updates as needed.
• Monitor online reviews and respond accordingly.
• Additional duties as assigned.

Competencies for Success

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Personality that blends well with a fast-paced, goal-driven environment.
• Highly motivated, flexible and great attitude on life.

Preferred Experience

• 5 years in customer service role
• 1 years in a leadership role
• Service Titan experience a plus