Backyard Products is a leading provider of high-quality outdoor structures designed to enhance the lives of our customers. We are committed to delivering exceptional products and outstanding customer service, ensuring every customer is delighted with their purchase and installation experience.
Job Summary:
The Installation Follow-Up Coordinator will play a critical role in ensuring customer satisfaction by conducting follow-up calls to our customers the day after their Heartland Shed installation. The primary responsibility is to confirm customer satisfaction with the installation process, the on-site installer, and the finished product. This role is essential in maintaining Backyard Products’ reputation for excellence and driving high customer satisfaction scores.
Key Responsibilities:
- Post-Installation Follow-Up Calls: Contact every customer by phone the day after their shed installation to confirm their satisfaction with the service, on-site installer, and overall quality of the finished product.
- Customer Engagement: Engage customers in a professional, friendly, and empathetic manner, addressing any concerns or feedback they may have about their experience.
- Survey Promotion: Inform customers that they will receive a follow-up vendor survey and encourage them to provide a satisfaction score of 10, reflecting Backyard Products’ commitment to excellence.
- Issue Resolution: Escalate any reported issues or concerns to the appropriate department for prompt resolution, ensuring a positive customer experience.
- Documentation: Accurately log call details, customer feedback, and any follow-up actions required in the company’s CRM system.
- Team Collaboration: Work closely with the customer service and installation teams to ensure consistent communication and a seamless customer experience.
- Performance Goals: Meet or exceed key performance metrics, including call volume, customer satisfaction ratings, and survey score targets.
Qualifications:
- Experience: Previous experience in customer service, call center operations, or a related field is preferred but not required.
- Communication Skills: Excellent verbal communication skills with a professional and friendly demeanor. Ability to actively listen and respond to customer needs effectively.
- Customer Focus: Passion for delivering exceptional customer experiences and a commitment to resolving issues promptly.
- Technical Skills: Basic proficiency with CRM systems, Microsoft Office, and phone-based communication tools.
- Time Management: Ability to manage a high volume of calls efficiently while maintaining quality and attention to detail.
- Team Player: Collaborative attitude with a willingness to work with cross-functional teams to achieve company goals.
- Availability: Monday-Friday
Preferred Skills:
- Experience in customer service.
- Professional phone etiquette.
- Ability to handle customer concerns with patience and professionalism.
- Microsoft 365
- Salesforce and Call Harbor systems
Why Join Backyard Products?
- Be part of a company dedicated to quality and customer satisfaction.
- Opportunity to make a direct impact on customer experiences.
- Supportive team environment with opportunities for growth.
Backyard Products is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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