销售成功专员（B2C）
Sales Success Specialist (B2C)
### **Thumbtack 帮助数百万家庭自信地维护和改善他们的家。**
Thumbtack 是您需要的唯一应用，帮助您维护和改善您的家——从个性化指导到 AI 工具以及一流的招聘体验。每天在美国每个县，人们都依靠 Thumbtack 完成紧急维修、季节性维护和更大的改进项目。我们帮助房主知道哪些项目要做、何时做以及从我们不断增长的 30 万本地服务企业社区中聘请谁。如果创造影响激励你，加入我们。想象一下我们将一起打造什么。
### **关于团队**
Thumbtack 服务与支持团队将 Thumbtack 的使命变为现实！我们专注于通过建立客户忠诚度和帮助专业人士发展业务来为用户提供卓越的体验。
### **关于职位**
作为客户成功专员（CSS），你将实现我们的 Thumbtack 使命！这是我们的 inbound/outbound 销售和成功努力的一部分，你将专门解决客户计划以服务他们的家。通过处理用户通过不同渠道（电话、聊天、短信和电子邮件）提出的请求，你将应对客户需求、资料请求以及更具体的咨询服务的挑战。我们最优秀的代表是充满热情的人，他们能够在快速发展的创收环境中茁壮成长，建立客户信任、忠诚度和推动部门目标。理想的候选人应有在 outbound 和 inbound 销售方面的成功经验，有恢复和扩展项目的经验。还必须能够根据客户和部门的需求调整销售话术。
### **你将负责**
- 通过倾听客户的需求并提供最佳解决方案与客户合作——你是专家！
- 保持对 Thumbtack 的产品和服务以及家庭维护、改进和维修项目的行业标准和最佳实践的深入了解。
- 每天至少与用户进行 55 次 inbound 和 outbound 通话，以确定完成工作的最佳方案。
- 成功与客户建立关系，并能够预见他们的需求
- 识别向现有客户交叉销售额外产品或服务的机会。
- 积极倾听客户的问题，具备深入探究的能力，并在必要时提供建议。
- 解决客户咨询，有效解决问题
查看英文原文
### **Thumbtack helps millions of people confidently care for their homes.**
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
### **About the team**
The Thumbtack Service & Support Team brings the Thumbtack mission to life! We focus on providing a great experience to our users through building customer loyalty and helping professionals grow their businesses.
### **About the role**
As a Customer Success Specialist (CSS), you bring our Thumbtack mission to life! This is a part of our inbound/outbound sales and success efforts, where you would work specifically to resolve customer plans to service their homes. By handling customer requests through our users' different channels (phone, chat, SMS, and email), you navigate the challenges of customer needs, profile requests, and more specifically service inquiries. Our best representatives are enthusiastic individuals who thrive in a fast-paced revenue-driving environment that builds customer trust, loyalty, and drive departmental goals. The ideal candidate will have a proven track record in outbound and inbound sales efforts, with experience in recovery and expansion programs. Must also be adaptable in your sales pitch to meet customer and departmental needs.
### **What you’ll do**
- Partner with our customers by listening to their needs and providing the best solutions - you’re the expert!
- Maintain excellent knowledge of Thumbtack’s products and services, as well as industry standards and best practices for home maintenance, improvement, and repair projects.
- Participate in at least 55 inbound and outbound calls per day with our users to determine the best solution to get jobs done.
- Successfully build rapport with the customers and be able to anticipate their needs
- Identify opportunities to cross-sell additional products or services to existing customers.
- Actively listen to customer concerns, have the ability to probe, and be able to provide recommendations when necessary.
- Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalating skills while building a relationship with the caller.
- Proactively follow up with customers via SMS and/or email.
- Maintain high-performance metrics including revenue attainment, quality adherence, efficiency, customer satisfaction, and net promoter scores.
- Continuously look for areas of improvements that drive revenue and communicate trends to the appropriate parties.
- Make independent and insightful decisions while keeping the customer and company needs in mind.
- Engage with team members through weekly development sessions, training, and support interactions that help build each other.
### **In order to be successful, you must bring**
- At least 1–2 years of customer service experience, with a minimum of 6 months of pure inbound and/or outbound sales exposure, preferably in the BPO or Shared Services industry
- Proven experience in high-volume, revenue-driven sales with a track record of meeting or exceeding quotas. You prioritize converting customer requests and driving revenue while delivering an exceptional customer experience.
- English proficiency
- Have a collaborative attitude to share techniques and success with the team
- Prospecting and Pipeline Management experience
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [recruitingops@thumbtack.com](mailto:recruitingops@thumbtack.com).
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our [Job Applicant Privacy Policy](https://www.thumbtack.com/job-applicant-privacy-policy).
We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. [Check out our blueprint on how to spot the fakes.](https://careers.thumbtack.com/recruiting-scams)