Customer Experience and Engagement Professional

Application Deadline

Location

North Attleboro , Massachusetts

Summary
RBI/Shelter Tree is seeking enthusiastic candidates to apply for the Arborist - Customer Experience and Engagement Professional, (Arb - CEEP) position for Shelter Tree, specializing in arboriculture products. The successful candidate will have a strong understanding and knowledge of the arboriculture industry, tree care products, and uses of the equipment. They will use this knowledge and experience to receive and initiate calls with customers. In this role, the Arb- CEEP is responsible for achieving results and objectives in performance and quality. These results directly tie to RBI delivering superior service, increased revenue and profit, while providing a WOW experience that builds lasting relationships. Results will be achieved by demonstrating high levels of teamwork across the organization, communicating clearly and effectively, achieving planned goals, taking ownership, obsessing on continuous improvement, and delivering outstanding customer experience.
 

Responsibilities
Operating our arborist specialist call center by providing phone communication expertise and handling of in and outbound customer calls, as well as initiating calls for follow-up to new and returning customers. This position will:

  • Will take the lead for arborist specialist calls.
  • Answers inbound calls to support product and technical knowledge information
  • Initiates and returns outbound and follow-up calls
  • Provide customers with product and technical knowledge
  • Offer customers suggestions of complementary or related products
  • Capture notes in the call system summarizing each customer experience
  • Initiates customer engagement through communications including phone, email, texts, and more
  • Engage prospective customers to set-up new accounts

Skills and Competencies

  • Curious and willing to research and learn
  • Attentive rapport building skills with inside and outside customers
  • Strong communication skills
  • Arborist technical advisor
  • Arborist equipment product knowledge
  • Impressive customer service focused and problem-solving skills

Qualifications

  • Practical arborist experience and knowledge (with a minimum of 2 years experience required)
  • Ability to remain professional and courteous with customers at all times
  • Excellent verbal and written communication skills
  • Microsoft Office proficiency (Outlook, Word, Excel)
  • Must possess a valid driver’s license
  • Ability to travel (30% or less)
  • Must be 18 years of age or older
  • High school/GED required (Associate degree in arboriculture field preferred)
  • must be legally authorized to work in the USA and not need sponsorship

Salary range: $16.83 - $21.63 per hour (annual base equivalent is $35,000 - $45,000)
Non-exempt position – eligible for overtime to [email protected]