סקירה כללית
Job Title: VIP Customer Service Location: In-office, Har Tuv Hours: Full-time | 3:00 p.m.–12:00 a.m. (U.S. hours) | Flexibility for after-hours as needed What We’re Looking For: * A proactive, people-focused Customer Support member to join our growing support team at Ephoca. * Someone who will thrive as the heart of our customer experience—leading a team that helps homeowners, contractors, and partners get fast, reliable HVAC support whenever they need it. * A natural leader who thrives in fast-paced environments and loves building systems that make teams and customers happier. * Coach, motivate, and support a team of customer care reps, dispatchers, and service coordinators. * Set clear goals and KPIs for response time, resolution rate, and customer satisfaction. Oversee Operations * Inbound and outbound calls, including service requests, warranty claims, and technical questions. * Coordinate with service techs and logistics to schedule field visits and parts deliveries efficiently. * Handle call routing, scheduling, and escalation to maintain smooth operations and coverage. * Monitor performance metrics and make real-time adjustments to improve results. Enhance the Customer Experience * Handle escalated cases and ensure every customer feels heard and cared for. * Gather and analyze feedback to identify recurring issues and improvement opportunities. * Refine call scripts, SOPs, and training materials to ensure consistent, high-quality service. * Strong leadership and communication skills—you know how to inspire and guide others. * Hands-on experience with CRM and call center software (Zoho, Zoom, etc.). * Excellent problem-solving and conflict-resolution abilities. * Positive attitude, team spirit, and love for delivering top-notch customer care. To Apply: Send your resume to jobs@ephoca.com with “Customer Support Team Lead” in the subject line.
דרישות המשרה
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