Job Description:
The Client Engagement Specialist is responsible for booking quality business and maintaining relationships with clients after our first project with them has been completed.
Our company mission is "Happy Paying Clients who call us back time and time again", and this position's duties are oriented around encouraging clients to call us back and building lasting relationships with them.
Duties & Responsibilities:
- Monitors incoming unassigned leads and assigns them appropriately to the sales team.
- Assigns all estimates written for future work to a Client Advocate to win additional projects
- Performs an and of the day audit of our leads system, NoCRM.
- Answers the phones and performs sales calls when lead volume demands it to ensure all clients are being responded to within our "same day call back" guarantee. Sales functions include but are not limited to:
- Interact with clients thoughtfully, keeping a warm tone, confident presence, and a good smile
- Set clear and professional expectations through positive and effective communication
- Anticipate client needs and objections, offering solutions that help them value our service, as well as helping us serve them better
- Take detailed notes for committed jobs, providing ample information for the scheduling department and craftsmen.
- Anticipate and prevent canceled jobs and any possible client issues or negative experience. This includes politely refusing to book clients who will not be happy with our service or the final bill.
- Write thank-you letters to clients who have referred our services to others
- Respond to all positive online reviews
- Call and email good clients who have not used Hambleton Handyman in over a year
- Compose and send pointed marketing emails to existing clients, including planning promotions when needed.
- Compose and send our monthly newsletter, Hearth & Home Values
- Take photographs for our website and other marketing including job site photos and professional headshots of all new staff.
- Help manage and produce content for Hambleton Handyman's social media pages
- Manages our Home Inspection Memberships
- Participates in monthly Sales and Marketing meetings
- Assist the Marketing Director as needed
- Innovates new marketing ideas to encourage an increase in leads and the growth of the business.
Key Skills for Success in this Role:
- Minimum 1-3 Years experience in marketing, sales, or customer service.
- Excellent written and verbal communication skills
- Ability to understand client needs and handle sensitive situations diplomatically
- Comfortable switching between tasks in a fast-paced environment.
- Basic graphic design skills for creating marketing materials.
- Creative thinker with a proactive mindset.
Company Benefits
- Health and Dental Insurance
- Paid Holidays and PTO
- 401K Retirement Plan Including Company Matching Contributions
- Life Insurance
- Employee discounts for work done at your own home