Specialist, Branch Administrative Support

Description

Purpose

Serve as the primary point of contact for customers by delivering timely, accurate, and professional support across scheduling, service, billing, and account inquiries. This role ensures a high-quality customer experience while supporting revenue growth through lead generation, cross-selling, and effective issue resolution.

Key Contributions

· Deliver exceptional customer service by handling inbound calls, emails, and inquiries with professionalism and efficiency

· Manage customer needs across scheduling, billing, service questions, and account support with accuracy and urgency

· Generate revenue through inbound sales support, lead capture, and cross-selling of additional services

· Maintain accurate and up-to-date customer records in CRM and service platforms

· Collaborate with internal teams (field operations, finance, etc.) to resolve customer issues and ensure seamless service delivery

· Support accounts receivable efforts, including customer follow-up and collections communication

· Manage personal communication channels (email and voicemail) to ensure responsiveness and follow-through

Success Metrics

· Response Time / SLA: Respond to customer inquiries (calls and emails) within same day; maintain minimal backlog

· Accuracy: Maintain = 98% accuracy in customer records, scheduling, and documentation

· Customer Satisfaction: Achieve = 90% positive customer satisfaction (CSAT) scores

· Sales Contribution: Consistently generate and convert inbound leads; meet or exceed cross-sell targets

· Productivity: Handle a consistent volume of calls/emails aligned with team benchmarks while maintaining quality

· Resolution Efficiency: Resolve customer issues on first contact whenever possible; escalate and close out issues within 24 hours

Growth Impact

· Drives revenue growth by converting inbound inquiries into sales opportunities and promoting additional services

· Improves customer retention through high-quality, responsive service and issue resolution

· Enhance operational efficiency by maintaining accurate records and reducing rework or service errors

· Supports scalability by creating a consistent, reliable customer experience across high call volumes

Capabilities & Strengths

· Customer-Centric Communication: Professional, clear, and empathetic communication across phone and email

· Problem-Solving & Ownership: Ability to quickly assess issues, take action, and follow through to resolution

· Organization & Attention to Detail: Strong ability to manage multiple tasks, maintain accuracy, and prioritize effectively

Requirements

 Required Qualifications

· High School Diploma or GED (or equivalent experience)

· Minimum of 3 years of customer service or administrative experience

· Proficiency in Microsoft Office and ability to learn CRM/customer service platforms

Preferred Qualifications

· Previous sales or upselling experience in a service-based environment

· Experience in home services, field operations, or similar industries

· Bilingual capabilities