Customer Experience Specialist
SavATree

Location United States

Category Corporate / HQ

Job Type Full-Time

Job Number CUSTO007544

Overview

Purpose of the Role

SavATree is building a specialized customer experience organization designed to deliver consistent, responsive, and premium service across all markets.

The Customer Experience Specialist serves as the first point of contact for prospective & existing customers. This role is responsible for responding to inbound phone calls and web inquiries, conducting consultative discovery, documenting customer needs in CRM, and scheduling high-quality appointments for Sales Arborists.

This role is critical to driving organic growth and customer experience. Every interaction must reflect the SavATree brand-professional, knowledgeable, friendly, and efficient-while helping customers understand the value of our services and confidently commit to an appointment.

Essential Functions of the Role:

Inbound Lead Response & Appointment Setting

• Answer inbound phone calls from prospective customers.
• Respond rapidly to inbound web inquiries, with speed-to-lead as a key focus area.
• Conduct consultative discovery to understand customer needs, property concerns, and service interests.
• Pre-sell the value of SavATree's services and expertise to build confidence and drive appointment commitment.
• Schedule high-quality, in-person appointments for Sales Arborists.
• Accurately document all customer interactions, notes, and outcomes within Microsoft Dynamics CRM.

Consultative Customer Engagement

• Ask scripted discovery questions to understand customer goals and concerns.
• Clearly articulate SavATree's expertise, professionalism, and premium service approach.
• Address common questions and objections with confidence and professionalism.
• Deliver a "wow" experience that makes customers feel valued and excited to work with SavATree.
• Apply call control, objection handling, and active listening to diagnose customer needs and properly match to SavATree's services.

Outbound Support Activities

• Conduct outbound follow-up activities during lower inbound volume periods.
• Support structured outreach initiatives such as appointment confirmations, reschedules, and targeted campaigns as directed by leadership.
• Balance persistence with professionalism in all outbound communications.

Quality, Performance & Accountability

• Meet or exceed individual performance metrics tied to:
  • Speed-to-lead
  • Appointment set rate
  • Call handling standards
  • Customer satisfaction
• Maintain high standards of CRM documentation accuracy and data integrity.
• Participate in call reviews, coaching sessions, and structured role-play exercises.
• Utilize feedback, call analysis, and AI insights to continuously improve performance.

Team & Culture Expectations

• Represent the SavATree brand with professionalism, positivity, and energy.
• Contribute to a collaborative, high-performance team environment.
• Demonstrate coachability, resiliency, accountability, and a desire to improve.
• Maintain composure and enthusiasm in a fast-paced, high-volume environment.

Qualifications for this Role:

Required

• Minimum 2 years of experience in phone- and email-based customer service.
• Friendly, professional phone voice and interactions.
• Strong verbal and written communication skills.
• Experience navigating CRM systems (Microsoft Dynamics experience preferred but not required).
• Comfort using telephony systems and contact center technology.
• Ability to multitask, document accurately, and manage time effectively.
• Customer-first mindset with strong attention to detail.

Preferred

• Experience in appointment setting or consultative selling environments.
• Experience in home services or premium consumer service industries.
• Experience working in a performance-driven contact center environment.
• Demonstrated success in a remote or hybrid working environment.

Equal Opportunity

SavATree is an Equal Opportunity Employer and a Drug-Free Workplace. We are committed to creating a diverse environment where all employees feel valued and respected.

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