Customer Experience Specialist

Compensation Range: $18-$28/hr Schedule This role will be staffed across two shift patterns: - 4 positions: Monday - Friday, 10:00 AM - 6:30 PM (30-minute lunch) - 6 positions: Monday - Friday, 11:30 AM - 8:00 PM (30-minute lunch) Team members should expect to rotate occasional Saturday shifts along with the rest of the team (approximately once every 5 - 6 weeks). Saturday shifts will be compensated as overtime or offered in lieu of another weekday off, depending on business volume. Purpose of the Role SavATree is building a specialized customer experience organization designed to deliver consistent, responsive, and premium service across all markets.

The Customer Experience Specialist serves as the first point of contact for prospective & existing customers. This role is responsible for responding to inbound phone calls and web inquiries, conducting consultative discovery, documenting customer needs in CRM, and scheduling high-quality appointments for Sales Arborists. This role is critical to driving organic growth and customer experience.

Every interaction must reflect the SavATree brand - professional, knowledgeable, friendly, and efficient - while helping customers understand the value of our services and confidently commit to an appointment. Essential Functions of the Role: Inbound Lead Response & Appointment Setting - Answer inbound phone calls from prospective customers. - Respond rapidly to inbound web inquiries, with speed-to-lead as a key focus area. - Conduct consultative discovery to understand customer needs, property concerns, and service interests. - Pre-sell the value of SavATree’s services and expertise to build confidence and drive appointment commitment. - Schedule high-quality, in-person appointments for Sales Arborists. - Accurately document all customer interactions, notes, and outcomes within Microsoft Dynamics CRM. Consultative Customer Engagement - Ask scripted discovery questions to understand customer goals and concerns. - Clearly articulate SavATree’s expertise, professionalism, and premium service approach. - Address common questions and objections with confidence and professionalism. - Deliver a “wow” experience that makes customers feel valued and excited to work with SavATree. - Apply call control, objection handling, and active listening to diagnose customer needs and properly match to SavATree’s services.

Outbound Support Activities - Conduct outbound follow-up activities during lower inbound volume periods. - Support structured outreach initiatives such as appointment confirmations, reschedules, and targeted campaigns as directed by leadership. - Balance persistence with professionalism in all outbound communications. Quality, Performance & Accountability - Meet or exceed individual performance metrics tied to: - Speed-to-lead - Appointment set rate - Call handling standards - Customer satisfaction - Maintain high standards of CRM documentation accuracy and data integrity. - Participate in call reviews, coaching sessions, and structured role-play exercises. - Utilize feedback, call analysis, and AI insights to continuously improve performance. Team & Culture Expectations - Represent the SavATree brand with professionalism, positivity, and energy. - Contribute to a collaborative, high-performance team environment. - Demonstrate coachability, resiliency, accountability, and a desire to improve. - Maintain composure and enthusiasm in a fast-paced, high-volume environment.

Qualifications

for this Role: Required - Minimum 2 years of experience in phone- and email-based customer service. - Friendly, professional phone voice and interactions. - Strong verbal and written communication skills. - Experience navigating CRM systems (Microsoft Dynamics experience preferred but not required). - Comfort using telephony systems and contact center technology. - Ability to multitask, document accurately, and manage time effectively. - Customer-first mindset with strong attention to detail. Preferred - Experience in appointment setting or consultative selling environments. - Experience in home services or premium consumer service industries. - Experience working in a performance-driven contact center environment. - Demonstrated success in a remote or hybrid working environment.

Equal Opportunity SavA

Tree is an Equal Opportunity Employer and a Drug-Free Workplace. We are committed to creating a diverse environment where all employees feel valued and respected. Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/customer-experience-specialist-savatree