At ezhome, we aim to revolutionize the home services space, the way Upwork revolutionized how the world works! Come join us in disrupting the billion+ dollar per year home services industry!
We're looking for a warm personality to care for our customers and gardeners alike, end-to-end. For more information on our company, please visit our website at www.ezhome.com. There is HUGE potential for career growth!
- Work in a dual-management capacity with a Field Supervisor (in field) to manage all things "service related" within a set region, as the main point of contact and the primary person responsible for keeping our customers and gardeners happy. Examples of daily communications may involve: speaking with a customer and arranging a return visit to pacify a customer complaint, coaching a gardener on his customer service approach, coordinating with a Field Supervisor about issues at a particular property, etc.
- Be the "eyes in the sky" to pinpoint and keep on top of all your regional day to day maintenance operations, including: monitoring/optimizing daily schedule, pairing trainees with a gardener as needed, keeping a high level perspective on the region to be able to proactively try to prevent bottlenecks, customer escalations, etc.
- Monitor gardener payroll and make corrections as needed
- Respond to customers and gardeners in a timely manner and document all communication in Zendesk and/or our native apps.
- Communicate as a responsive and friendly team player between many teams and departments of the organization
- Must be Located in North America!
- Native English speakers only please - Spanish speaking a plus!
- Able to multi-task in a fast paced environment and keep many moving pieces in order
- Detail oriented to complete and appropriately document tasks in multi-step processes
- Tech savvy and quick to interface with multiple programs/websites/spreadsheets at once
- Knowledge and/or willingness to learn about the home services industry is a plus!
-Starting pay range is $16.67/hour (inclusive of the upwork fee) after a slightly reduced pay paid trial period
Looking for someone who can work FULL TIME during business hours PST. This is a 40-50+ hour/week role and must be fully available M-F 8:30 - 5:30 PT, as well as one day on the weekend (for 5-6 hrs) on a rotating basis, with the potential to exchange for a weekday with modified/reduced hours.
If you meet the above requirements, we want to talk to you! To get started, please apply to this listing and complete the following two steps below:
As part of our application process we are using Plum, an online assessment tool, which will help us determine if ezhome is a good fit for you.
Are you a Task Master? Are you a natural Adapter? Are you an excellent Communicator? Everyone has their own unique talents and this assessment helps you showcase yours.
Take this chance to learn more about your talents, and apply that knowledge as you grow your career. There are no right or wrong answers, we are just really excited to learn more about you!
Start Now -> http://bit.ly/1S77sTA
Please answer the following two situational questions, which will help us to assess your written communication skills and customer experience approach. Note that you have free reign to make up "policies," it's how you approach and present the resolution that we're evaluating.
1) Cindy, an elderly customer, calls in to cancel her long time mobile service due to discrepancy with her monthly usage. It seems that for the past 2 months she’s received unwanted inbound SMS messages from a marketing company which has resulted in a $25/month charge ($50 total). She doesn’t use SMS, which can be verified through her account history, and although she could have disabled the service herself, she did not know how.
Write a response to the customer, detailing how you would attempt to retain the her.
2) A gardening service has a 10' limit for tree care due to their insurance regulations. There was a tree that started at around 9.5 feet tall when a customer registered with the company, but after 6 months it has not been trimmed and has reached over the 10 ft limit. The company tried to to trim the tree on two separate occasions but were not able to gain access to the backyard where the trees is because the gate was not left unlocked, as requested in the email notifications that were sent prior to each visit.
The customer expects that the company will still provide service for the tree since they should have trimmed it sooner and kept it under the 10' limit. To do so would leave both the company and customer at risk should an accident happen during the project. How do you handle this situation?