Success Specialist (Customer Experience & Sales)
Core
Resolve customer service inquiries and drive revenue through high-volume inbound and outbound sales calls for home maintenance and repair projects.
Role type
Senior IC customer success specialist (sales & support)
Builds
Customer trust, loyalty, and revenue for Thumbtack's home service platform
Domain
Home services / Consumer technology
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
high-volume inbound and outbound sales, recovery and expansion programs, cross-selling, prospecting and pipeline management, de-escalation, problem-solving, revenue attainment, quality adherence, efficiency, customer satisfaction, net promoter scores
Preferred skills
BPO or Shared Services industry experience, adapting sales pitch to customer needs
Technologies
phone, chat, SMS, email
Responsibilities
Handle customer requests across multiple channels to resolve service inquiries; Participate in at least 55 inbound and outbound calls daily to determine solutions; Identify opportunities to cross-sell additional products or services; Troubleshoot and resolve customer inquiries while building relationships; Proactively follow up with customers via SMS and/or email; Maintain high-performance metrics including revenue and customer satisfaction scores.
Seniority
Mid-level, hands-on IC