Customer Engagement Specialist

Position Overview:

The Customer Engagement Specialist will play a pivotal role in ensuring the smooth operation of customer outreach and relationship management. This role combines lead generation, customer service, and scheduling to help streamline and optimize client interactions. The ideal candidate will be responsible for following up on leads, warming up potential clients, scheduling appointments, and handling general customer inquiries.

Ideal Candidate:

The ideal candidate will be a self-starter with strong communication skills and the ability to work independently in a dynamic environment.

Key Responsibilities:

Lead Generation and Warming Up Leads:

• Develop creative strategies to identify and warm up new leads.

• Proactively follow up on leads provided, ensuring timely and effective communication.

• Manage and update the lead database with accurate and detailed information.

Customer Service:

• Handle incoming customer inquiries via phone, email, or chat with professionalism and a customer-centric approach.

• Ensure that all calls are answered promptly, reducing the number of missed calls or voicemails.

• Provide customers with information about services and handle any issues or complaints efficiently.

Scheduling and Calendar Management:

• Manage schedules, ensuring that all meetings with leads and clients are booked appropriately.

• Coordinate between potential clients and Yolanda to ensure that all meetings are confirmed and attended on time.

• Familiarity with Google Calendar or other scheduling tools is preferred.

Proactivity and Initiative:

• As this role is new, the ideal candidate should be comfortable taking the lead in defining and refining processes.

• Suggest and implement improvements to lead generation, customer service, and scheduling processes.

• Continuously seek ways to improve efficiency and effectiveness in all areas of responsibility.

Job Category:

Customer Service

Skill Sets Required / Preferred:

Education: High school diploma required; Associate’s degree in Business, Marketing, or Communications preferred.

Work Experience: 1-2 years of experience in customer service, lead generation, or a related field.

Technical skills:

• Proficiency in CRM software (e.g., Salesforce, HubSpot) and scheduling tools.

• Familiarity with social media platforms and customer interaction tools.

Communication Skills: Strong verbal and written communication skills; ability to handle customer inquiries professionally and efficiently.

Interpersonal Skills: Empathy, patience, and strong problem-solving abilities; ability to build rapport with potential clients quickly.

Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and maintain accurate records of customer interactions.

Tools and Trades: Familiarity with social media management tools and lead generation software.