Customer Experience Specialist

At Citadel Roofing and Solar, a Customer Experience Specialist is responsible for managing both inbound and outbound calls, converting warm leads into scheduled appointments, and meeting personal and team targets. This role also involves responding to customer inquiries via various channels while accurately tracking all communication in the company's CRM.

To qualify for the Customer Experience Specialist position at Citadel Roofing and Solar, candidates should have at least a high school diploma or degree. Previous experience in a call center or customer support role is preferred. Strong communication, active listening skills, and the ability to multi-task are essential in this dynamic role.

Citadel Roofing and Solar offers a comprehensive benefits package that includes medical, dental, and vision insurance, as well as life insurance options. Additionally, employees enjoy a 401(k) plan with matching, flexible spending accounts, an employee assistance program, and generous personal time off.

Key skills for a Customer Experience Specialist at Citadel Roofing and Solar include excellent phone and verbal communication, active listening, customer focus, and adaptability to different personality types. Familiarity with CRM systems and effective time management are also crucial to success.

Yes, being bilingual, especially in Spanish, is considered a plus for the Customer Experience Specialist role at Citadel Roofing and Solar. This skill can help improve communication with a broader range of customers, enhancing their experience and providing exceptional service.

When answering this question, share your genuine interest in the company and the industry. Highlight aspects of the role that excite you, such as the focus on customer interaction or the opportunity for personal growth within a dynamic team.

Provide examples of your approach to managing challenging situations. Emphasize your active listening skills, empathy, and ability to remain calm under pressure while working towards a solution that meets the customer's needs.

Discuss your familiarity with CRM software, including any specific platforms you've used. Highlight your ability to track customer interactions, follow up on leads, and maintain organized records, showcasing how this experience can benefit the role at Citadel Roofing and Solar.

Talk about your time management strategies, such as creating a daily to-do list or using prioritization techniques to focus on the most impactful tasks first. Explain how maintaining organization allows you to meet targets effectively.

Share your methods for building rapport quickly, such as personalizing conversations based on customer cues, demonstrating genuine interest, and confidently addressing their needs. Illustrate your ability to create a positive first impression.

Discuss your goal-setting methods and how you track your performance against targets. Make sure to mention any strategies you've successfully employed in the past to improve your conversion rate and consistently meet or exceed expectations.

Share a specific story that demonstrates your commitment to customer satisfaction. Detail what actions you took, how it benefited the customer, and what you learned from the experience.

Explain your approach to maintaining motivation, such as setting small goals for each task or focusing on the bigger picture of helping customers. Highlight the importance of a positive mindset and team support.

Prepare by researching Citadel Roofing and Solar's services, company culture, and values. Show your enthusiasm by discussing what attracts you to the company and how your values align with theirs.

Always have a few thoughtful questions ready to ask at the end of your interview. This shows your interest in the role and the company. You might inquire about team dynamics or opportunities for professional development within the company.