Success Specialist – Customer Experience, Sales

🔥 2 hours ago

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Thumbtack

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

☁️ SaaS

💰 $75M Debt Financing - Thumbtack on 2024-07

Marketplace • SaaS

Thumbtack is an online marketplace that connects homeowners with local service professionals for home maintenance, repairs, remodeling, and other home projects. The platform lets customers describe projects in their own words, browse local pros across many trades (e. g. , cleaners, handymen, plumbers, electricians, painters, HVAC, contractors, landscapers), view reviews and cost estimates, message pros without sharing contact details until messaging, and offers a guarantee up to $2,500 if a job isn't done as agreed. Thumbtack provides consumer-facing apps and a separate pro-focused experience with resources, community, and tools for professionals to manage leads and reviews. It covers every county in the U. S. and emphasizes project guides, cost guides, and home maintenance plans.

📋 Description

• 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 pure inbound and/or outbound sales exposure, preferably in the BPO or Shared Services industry • Proven experience in high-volume, revenue-driven sales with a track record of meeting or exceeding quotas. • You prioritize converting customer requests and driving revenue while delivering an exceptional customer experience. • English proficiency • Have a collaborative attitude to share techniques and success with the team • Prospecting and Pipeline Management experience

🏖️ Benefits

• Thumbtack embraces diversity. • We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. • Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact [email protected].