Job description

Customer Experience Specialist

Want to join a fast-growing, innovative franchise that is reshaping the commercial waste industry?

About Smash My Trash

Smash My Trash provides innovative waste services to the largest commercial, industrial and construction companies in the nation. With locations in major markets across the United States, we are growing rapidly due to the disruptive nature of our business model and value proposition. Our patented-equipment and service model helps companies reduce waste hauls by up to 70% thus providing great opportunity for cost and environmental savings! As the franchisor, our direct support provided to our franchisees allows them to continue serving their customers nationwide. Visit www.smashmytrash.com to learn more about how we are changing the game!

Your Role

Smash My Trash is looking for hardworking, creative thinking individuals with exceptional customer service skills and a track record of outstanding achievement to join our team. This is a key role to the success of our brand as you will be directly assisting franchisees with their operational support needs.

Your Responsibilities

• Receive calls to resolve routine franchisee concerns in a timely and professional manner

• Act as a liaison between the corporate office and the franchisee in order to achieve the highest level of customer satisfaction

• Answer inbound franchise service calls and respond to emails

• Resolve service concerns and escalate issues requiring extensive problem solving

• Provide training to franchisees on operating systems, as needed
• Update and maintain franchisee databases with accurate information

• Communicate impacting trends and/or ideas for improvement to manager

• Customer service skills and ability to address complaints and resolve conflict professionally

• Learn and apply general knowledge of the company, systems and services

• Read, comprehend and adhere to instructions, processes and procedures

What We Are Looking For

Outstanding track record of customer service, technology experience preferred

• Self-motivated with the ability to work in a fast-paced, high-energy, results-driven culture

• Strong interpersonal skills and a desire for supporting others EVERY DAY

• Willing to go the extra mile for your team’s success

• Exceptional organizational skills and the ability to communicate clearly and effectively with franchisees, customers, and internal team members both written and verbally

• Computer skills with Google Suite and ERP application (Docs, Sheets, Drive)

• Accuracy and attention to detail

• Organizational and time management skills, including punctuality for on-time attendance

• Ability to work independently under general supervision

• Clean background check

• Experience with G Suite and ticketing software platforms preferred

What We Offer

• Salary + Bonus

• Paid Vacation

• A great culture for individuals who are high achievers

• Drug-free work environment

Education and Experience Requirements:

• High school diploma or general education degree (GED); or up to one year related experience and/or training, or an equivalent combination of education and experience
• Experience with Vonigo Field Service Software (welcomed but not required)

• Associate degree from a two-year college or technical school preferred

• Customer experience or service management a plus

• Hospitality experience a plus

Job Type: Full-time

Pay: $42,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Carmel, IN 46032: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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