Customer Experience Specialist

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.