Customer Communication

• Assist in answering and returning calls during busy periods, responding to inquiries within 1 hour during business hours and within 24 hours after business hours, ensuring exceptional customer service and satisfaction.

Customer Onboarding

• Oversee the onboarding process for new clients, ensuring a comprehensive understanding of services, schedules, and communication protocols.

Billing Inquiries

• Investigate and respond to billing-related questions.

Lead Tracking

• Maintain and manage updated records of leads, inquiries, complaints, reviews, and referral sources to support overall customer relationship management.

Client Tag Management

• Ensure that Aspire tags for clients are accurate and up to date, providing oversight for effective tracking and service provision.

Aspire Task Management

• Monitor and manage the progress of client-centered tasks within the Aspire system, ensuring that all tasks are aligned with client needs and company objectives.

Complaint Resolution

• Investigate customer issues, collaborating with operations and account managers to resolve them, and following up with clients to ensure their satisfaction and closure of issues.

Client Follow-Up & Reviews

• Send review links and encourage clients to document their positive experiences as 5-star reviews on Google and social media, contributing to brand reputation and visibility.

Cancellation Management

• Work closely with the sales team to develop strategies to retain clients considering cancellation; assist in processing cancellations and managing related communications if retention is unsuccessful.

Active/Inactive Properties Management

• Oversee the deactivation of properties following confirmed cancellations, ensuring no work is scheduled, and final payments are processed efficiently.

Customer Retention Initiatives

• Collaborate with management to develop strategies aimed at improving customer retention and increasing satisfaction, documenting customer feedback and concerns to enhance communication processes.

Mentorship

• Mentor Customer Care Assistants, providing guidance on handling complex customer interactions and ensuring consistent messaging.