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HomeX is an end-to-end technology and services platform for both homeowners and service providers, radically improving the historically complex and fragmented home services industry.
About the Job
At HomeX, we use the term “Customer Solutions” because we believe “support” and “service” are only a piece of what our customers really want: Solutions to their home service needs.
HomeX is looking to hire Customer Solutions Specialists who pride themselves on providing world-class customer experiences. This role will consist of 32 hours per week plus possibility of additional hours based on the business needs.
As a CS specialist, you love being the front-line contact and #1 problem solver for customers. Our customers are calling about no heat in a cold night, no air conditioning in the heat of summer. Every time you hear a customer need, your first response is “how can I solve this?”, and you’re not afraid to think outside the box to find viable solutions.
You are able to quarterback issues from first interaction through to completion with style and grace. You are the customer’s friend, mentor, liaison, information provider, appointment booker, and overall right-hand for all their home needs.
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.
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.
The Must Haves (in no specific order)
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.
Strong computer skills. Familiarity with Google Chrome and GSuite a must. Bonus if you troubleshoot your own tech on a daily basis
Do you want to reinvent a trillion-dollar industry?
HomeX is a radically better home services platform combining world-class technology and next generation service operations. We are reshaping the experience for both consumers and businesses in the trillion-dollar home services industry.
Being radically better requires new end-to-end solutions for both consumers and technicians. This is why HomeX is combining a technology platform for the entire industry, a managed service network, and full-service experiences for consumers. Creating this integrated ecosystem enables us to deliver uniquely simple and personalized solutions that are redefining home services.
HomeX has experienced exponential growth because of our commitment to evolve the industry, our determination to be a positive force, and our passion for groundbreaking technology. Joining HomeX now is a once in a lifetime career opportunity for anyone passionate about making a difference and making history in consumer technology.
Note: All HomeX offices are currently closed due to the coronavirus pandemic. As of Feb 2021, we plan to reopen offices some time in Q3 and will expect most employees to work onsite ~3 days per week.
Why work with us?
Working at HomeX means collaborating with experienced, people-first leaders with a clear vision and a track record of success, as well as the close-knit camaraderie of a team of highly talented and motivated coworkers. We offer a collaborative, positive working environment where we encourage employees to balance productivity with the need to recharge the batteries. And of course, you get paid pretty well – we offer competitive compensation packages, including equity, performance-based incentives and competitive benefits for full time employees.
HomeX values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.
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