[Hiring] Seasonal Live Services Agent @ServiceTitan

Role Description

Our Live Service team is looking to hire a Seasonal Live Service Agent I who pride themselves on providing world-class customer experiences. As a Seasonal Live Service Agent I, you love being the front-line contact and #1 problem solver for customers. Every time you hear a customer's needs, your first response is “how can I solve this?”, and you’re not afraid to think outside the box to find viable solutions.

• Speak with customers over the phone, fully addressing their needs from start to finish. Maintain a consistently empathic and supportive tone in all interactions.
• Provide customers with information regarding available scheduling options, the scope of services offered, and the advantages and opportunities associated with membership.
• 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.

Qualifications

• 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 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.
• Must have a general understanding of Internal Admin Portal.
• Must have a strong working relationship with the Live Services team due to the collaborative nature of this role.

Requirements

• 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 and email, 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 multitask, prioritize and manage time effectively.
• *Bonus points if you have experience in the home services space.

Benefits

• Work from home.
• This is a seasonal role with a 3-month contract from your start date.
• Must be flexible for the first 3 weeks to work a full-time training schedule (9:00AM-5:30PM EST) that will then change to a part-time or full-time schedule.
• Job Type: Seasonal.
• Salary: $19.35 per hour.
• Schedule: Part Time 20-29 hours a week, Full Time 32-40 hours a week, Flexibility needed for Morning, Day, and Evening schedules, Holidays, Weekend availability is REQUIRED.