Customer Experience Specialist

Who are we, and what are we looking for?

At Networx, we believe in empowering great people to do exceptional work! With over 20 years of experience and expertise in the home improvement industry, we've proudly served over 10 million homeowners and supported thousands of contractors in growing their businesses. Our core values - Evolve, Do the Right Thing, Chop Wood Carry Water, and Celebrate Success - are more than words; they're guiding principles that shape our actions and inspire us to exceed our expectations.

Whether remotely, or in our modern offices you will find a vibrant culture of fun, collaboration, and innovation! We foster an environment where everyone has the opportunity to thrive as we work towards our mission to "Win Contractors More Jobs." Join us at Networx and be part of a dynamic team where your contributions are valued, your ideas are encouraged, and your growth is supported!

Join our dynamic team as a Customer Experience Specialist, where you'll play a pivotal role in ensuring the success and satisfaction of our extensive network of over 15,000 contractors! As the frontline liaison between Networx and our valued contractors, you'll champion their needs, resolve problems, and cultivate enduring relationships. Your contributions will be broad, from handling onboarding processes to fostering retention strategies and delivering unparalleled service. Use multitasking skills to take inbound calls, accurately update accounts in our CRM, and respond to emails. If you thrive on engaging with customers, resolving challenges, and making a tangible impact, seize this opportunity to be an integral part of our Customer Experience team! Apply now and embark on a rewarding journey with us.

What you’ll do:

• Provide timely and accurate assistance in resolving various types of contractor issues
• Collaborate with the internal teams to optimize contractor satisfaction
• Follow established Quality Assurance guidelines 
• Effectively retain customers who have initiated the cancellation process
• Meet quality standards and sustain meeting KPIs like time to resolve and save rate
• Act as a liaison between contractors and cross-functional teams to ensure timely and effective communication
• Develop and maintain strong relationships with contractors to drive retention and satisfaction by providing value in every interaction
• Identify opportunities for process improvement and collaborate with the team to implement solutions
• Perform other duties as assigned by the management team

• Efficiently handle incoming contractor inquiries via phone and email
• Utilize internal CRM to note customer interactions and account updates fully

Requirements

• 2 years of experience in customer support or account management in a similar role
• Experience in customer retention
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Ability to multitask while maintaining attention to detail and accuracy
• Experience using CRM software and Microsoft Office Suite

• This role is Hybrid, you must be able to commute to our Atlanta, GA (Buckhead) office for in-office days

Benefits

What you’ll earn:

• Health Care Plan (Medical, Dental & Vision)
• FSA and HSA Options
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation & Paid Holidays)
• Short-Term & Long-Term Disability
• Training & Development
• Work From Home Flexibility
• Wellness Resources
• Competitive pay and bonus

This position is considered Hybrid; and requires the ability to reliably commute to our Atlanta, GA, Metropolitan office as assigned. 

Networx proudly supports diversity in the workplace and is an Equal Opportunity Employer.

DISCLAIMER: The above information in this description has been designed to indicate the general nature and level of work employees perform in this role. It is not intended to contain or be interpreted as an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this job.