Customer Success Specialist
Employment Information
Job Description
Customer Success Specialist assisting users in home care services through Thumbtack. Engaging in inbound and outbound sales to meet customer needs effectively.
Responsibilities:
- Partner with our customers by listening to their needs and providing the best solutions - you’re the expert!
- Maintain excellent knowledge of Thumbtack’s products and services, as well as industry standards and best practices for home maintenance, improvement, and repair projects.
- Participate in at least 55 inbound and outbound calls per day with our users to determine the best solution to get jobs done.
- Successfully build rapport with the customers and be able to anticipate their needs.
- Identify opportunities to cross-sell additional products or services to existing customers.
- Actively listen to customer concerns, have the ability to probe, and be able to provide recommendations when necessary.
- Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller.
- Proactively follow up with customers via SMS and/or email.
- Maintain high-performance metrics including revenue attainment, quality adherence, efficiency, customer satisfaction, and net promoter scores.
- Continuously look for areas of improvements that drive revenue and communicate trends to the appropriate parties.
- Make independent and insightful decisions while keeping the customer and company needs in mind.
- Engage with team members through weekly development sessions, training, and support interactions that help build each other.
Requirements:
- At least 1–2 years of customer service experience, with a minimum of 6 months of outbound sales or collections exposure, preferably in the BPO or Shared Services industry.
- A proven track record in high-volume sales, consistently meeting or exceeding quotas by converting customer requests into opportunities while providing an exceptional customer experience.
- Proficiency in English.
- A collaborative mindset, with a willingness to share techniques and successes with the team.
- Experience in prospecting and pipeline management.
- Previous experience with, or interest in learning about Home Services in the US.
- Marketing or advertising sales experience.
- Salesforce experience.
- Google Suite experience.
Benefits:
- Thumbtack embraces diversity.
- Equal opportunity workplace.
- Reasonable accommodation for individuals with disabilities.
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