*A Bit About Us*
ezhome aims to become the #1 trusted provider of tech-enabled home services, starting by targeting the millions of consumers that use lawn care services. We provide an amazingly better home service experience using data science and software technology to dazzle customers and enable our service personnel to be more effective and efficient. We are pioneering the tech-enabled home services space with a full-stack approach.
ezhome was founded by two serial entrepreneurs and has been growing extremely fast (>$1M run rate in less than 6 months). We assembled a very high-caliber team and have raised significant funding from top-tier investors. We are looking for top talent—join us in disrupting the $100 billion home services market!
*Overview of the Role*
As Field Support, you will serve as the central point of contact for our field team (both gardeners and their supervisors). As part of the Customer Experience team you will work closely with Account Managers, Field Operations, People Operations and Enhancement teams to deliver exceptional support to our gardeners. As an early team member you will have the opportunity to improve day to day processes and establish best practices (e.g., identify opportunities for automation, templates). This is a job with huge potential for growth.
-Provide exceptional Field Support through fast response and resolution of field team calls and incoming requests - be the supportive and encouraging point of contact for our gardeners/technicians
-Interface between field team and customers on a variety of requests (e.g., schedule changes, forgotten equipment, task requests)
-Manage exceptions on reporting, billing and scheduling, including creating routes for field managers through custom scheduling tool
-Based on calls or other incoming feedback from the field team, ensure information is maintained on Customer portal and next steps are taken (in collaboration with Customer Support Representatives)
-Answer typical HR and admin questions from Field team (e.g., how to access information, how to use App)
-Provide tier-1 support for incoming customer calls and transfer to Customer Support Team where appropriate
*Desired Skills and Experience*
-Prior customer facing experience with excellent oral and written communication skills
-Ability to work quickly & efficiently within short timelines
-Self-starter who is flexible, can manage through ambiguity, and is comfortable working in an entrepreneurial environment
-Technology savvy: strong working knowledge of Call Center/CS related tools and technologies in addition to a .com / portal based environment
-Willingness to learn gardening and landscaping concepts
-Fluent in both written and verbal English, and ability to communicate verbally in Spanish preferred