Customer Care Coach at SUPPORTWORKS, INC. in Papillion, Nebraska

Posted in Admin - Clerical 9 days ago.

Type: Full-Time

Job Description:

Are you passionate about creating remarkable customer experiences? Passionate enough to teach others how to create them? Supportworks, Inc. is looking for an experienced Customer Care Coach who is ready to jump in with our talented and experienced coaching team to show the nation’s best contractors how to provide these experiences to their customers.

What we do:

Supportworks is a family of companies that share a single purpose: to redefine the contractor industry. We primarily develop, manufacture and distribute foundation and concrete repair products to a network of home repair contractors across North America and beyond. We also have a new brand in our portfolio, Hello Garage, a garage renovation franchise system.

At Supportworks, we champion the success of our contractors and franchisees through genuine relationships and provide radical support in the form of proprietary consulting for marketing, customer care, sales, production, service, HR and accounting.  

How we do it: 

The how we do things is just as important as the what. We bestow the gift of high expectations on ourselves regarding the way we complete our work, interact with others and carry ourselves every day. We put the good of the team above ourselves, working together as one company, supporting and helping each other to redefine our industry. We are sincere and trust each other’s intentions, listening attentively, speaking candidly and treating each other with respect. We have a bias for action and a scrappy way of getting things done—we self-start, take risks and root others on in doing the same. And we are vulnerable and authentic; we don’t pretend to be who we aren’t. We understand that no job is beneath us.

As a Customer Care Coach, you will be responsible for:

Create Content, Tools and Training:

  • Identify the issues that contractors have in the area of customer care and determine how we can help them with our content, tools, and training.

  • Research best practices in customer care and be ahead of the curve on the content, tools and training we deliver to our customers.

  • Work with our creative team to deliver high quality content, tools and training—things like new hire materials, instructional videos, articles and more.

Train and Develop Contractors:

  • Conduct high quality training and develop contractors to enable individual and business success.

  • Proactively contact contractors to offer support and build relationships.

  • Move quickly to address contractor issues and deliver on everything promised.

Visit/Host Contractors:

  • Travel to contractor offices and/or host contractors 8-12 times a year.

  • Serve as an ambassador for our company!

  • Deliver everything promised to contractors during the visit in a timely manner.

Maintain Expertise:

  • Assist in our National Appointment Center on the phones to maintain sharp customer care skills.

  • Review contractor customer care calls and then coach them on the calls.

  • Research and stay up to date on best practices for national contact centers.

Required Skills, Education, and Experience:

  • 2+ years’ experience (preferably managerial) in a customer service role.

  • Bachelor’s degree in business, education or equivalent.

  • Strong presentation skills.

Supportworks is an Equal Opportunity Employer (EOE) and we seek to create an inclusive workplace that embraces diverse backgrounds, life experiences, and perspectives. Supportworks shows commitment to the men and women who have served in the United States Armed Forces by providing meaningful, challenging career opportunities where military skills and experience may be applied.