Expo Care Specialist

Description

The Expo Care Specialist plays a key role in providing exceptional customer service and care for Expo Home Improvement’s customers throughout their journey. This individual will work closely with the customer service, sales, and installation teams to ensure customer satisfaction, manage inquiries, and resolve issues in a timely and professional manner. The Expo Care Specialist will help maintain strong customer relationships and serve as the voice of the customer within the company. 

Key Responsibilities

Customer Service & Support:

• Respond to customer inquiries and concerns via phone, email, and in person, providing timely and accurate information.
• Manage customer expectations and resolve complaints or issues regarding products, services, or installations in a professional and efficient manner.
• Serve as a liaison between customers and internal teams (sales, installation, and service) to ensure the best possible service and experience.

Order & Project Management:

• Monitor ongoing projects to ensure customer satisfaction and timely completion.
• Assist with scheduling follow-up appointments and ensuring proper communication between customers and installation teams.
• Update customers regularly on project progress, changes, or delays.

Customer Retention & Engagement:

• Follow up with customers after project completion to gather feedback and ensure overall satisfaction.
• Offer solutions for issues that may arise post-installation, including warranty claims and service requests.
• Provide information on additional services or product offerings that might enhance the customer's experience.

Documentation & Reporting:

• Maintain accurate records of customer interactions, inquiries, and resolutions in CRM or other tracking systems.
• Report common issues or trends to leadership and suggest process improvements to enhance customer care.

Collaboration & Team Support:

• Work closely with the customer experience team, project managers, and other departments to ensure seamless communication and problem-solving for customers.
• Support the development and implementation of customer care policies and procedures.

About Expo Home Improvement

Expo Home Improvement, a top-rated Texas-based home remodeling company, specializes in high-quality bathroom, kitchen, and window remodels for residential customers since 2006. We are recognized for exceptional craftsmanship, outstanding customer service, and a commitment to enhancing the lives of homeowners. Recognized as a Top Place to Work in the nation, our people-first approach fosters a supportive culture that drives excellence and growth. Beyond transforming homes, we are dedicated to building lasting relationships and making a positive impact in the communities we serve.

Requirements

• 2+ years of experience in a customer service or care-related role, preferably in home improvement or a similar industry.
• Excellent communication skills, both verbal and written, with the ability to manage sensitive or difficult situations with tact and professionalism.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook).
• Detail-oriented with strong organizational skills.

Core Competencies

• Customer-Focused – Ensures the best possible experience for customers and strives to meet their needs.
• Problem Solving – Quickly addresses customer concerns and finds practical solutions to improve satisfaction.
• Communication Skills – Maintains clear and professional communication with customers and internal teams.
• Attention to Detail – Carefully manages customer information, orders, and project details.
• Collaboration – Works well with other departments to ensure smooth customer service operations.

Working Conditions

• Work Environment: Office-based, with occasional field visits to customer sites.
• Schedule: Monday–Friday, with occasional evenings or weekends required based on customer needs.
• Physical Requirements: Primarily desk-based, with occasional travel to customer sites or events.

Equal Opportunity Employer
Expo Home Improvement is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Americans with Disabilities Act (ADA)
Expo Home Improvement is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities throughout the application process and work environment.