Customer Experience & Quality Coach

Seaside Plumbing•Bishopville, MD

About The Position

We keep on growing because we only hire the best, and our customers love us for it. We’ve been at this a long time. You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. How much you feel appreciated when you don’t cut corners. How much we inspire ongoing training and education. How it feels to have customers rave about you and demand that you’re the only technician that works in their home. How much you can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel. Our Customer Experience and Quality Coach will have knowledge in plumbing systems and installations. In this role you will play a crucial part in ensuring that our plumbing installations meet the highest standards of quality and compliance once completed.

Requirements

Strong knowledge of plumbing standards and best practices.
Detail-oriented with a strong focus on quality and safety
The ability to communicate confidently with clients, including good presentation skills
An aptitude for exercising independent thinking and reasoning
Successful leadership of service techs in support of their training and understanding
Competent in using Microsoft Office products, email systems, and Windows
Experience in a position directly related to quality control in the plumbing industry
VALID Drivers License, ability to pass a drug screen and background check.

Nice To Haves

Working knowledge of Service Titan is a plus

Responsibilities

Ensure the scope of work falls within the “repair, replace, maintain” services provided by Seaside Plumbing.
Confirm materials list matches the scope of the work
Visit job sites to ensure that work being performed matches the scope of the work approved by the customer
Build personal connection with customer while on site; confirm work is being performed to their satisfaction
Conduct real time corrective conversations with technicians (ex. Poor quality of work, safety or values issues) and determine if training or retraining is necessary
Document site visits with notes, photos, and video of work being performed with safely measures in place in order to ensure customer’s home is protected from incidental damage during work
Report any major issues to OPS manager without delay.
Conduct post-job conversations with customers to ensure a 5-star review
Lead post job meetings with techs to review the “lessons learned” for jobs that did not meet expectations or did not adhere to Seaside’s standards.

Benefits

Medical Insurance –we pay 100% of base insurance premiums for health, dental and vision for you AND your family, we also offer employee life insurance policy of $15,000 with an option to upgrade coverage or add dependents.
Work life balance – paid vacations, sick pay, holiday pay, and NO EMERGENCY ON CALL
401k Plan with a 4% match.
Gym Membership

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