Customer Success Specialist

2 days ago

Apply Now

Receive Emails with Similar Jobs

Thumbtack

WebsiteLinkedInAll Job Openings

B2C • Marketplace • Home Services

Thumbtack is a platform that connects people with local professionals offering various services such as home improvement, repair, and cleaning. Users can search for specific services like house cleaning, handyman work, electrical and wiring repair, and more, getting access to trusted professionals with reviews and cost estimates. The platform is designed to make finding, hiring, and working with professionals simple and efficient, with the convenience of managing everything from one app. It serves millions of people across the U. S. , providing a wide range of services including landscaping, event planning, and more.

1001 - 5000 employees

👥 B2C

🏪 Marketplace

📋 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 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.