Customer Experience & Quality Coach

Who We Are

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.

Why Choose Seaside?

• 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

Our Core Values

• SERVICE – Leave every person or situation better than how you found them, give more than you receive


• EMPATHY – Make people feel seen and heard


• AUTHENTICITY – Talk TO people, not about them


• SELF GROWTH – Embrace discomfort, it’s an opportunity.  Take charge of your own learning and opportunity – no excuses and no blame.


• INTEGRITY – I do what I say I will, we are only as good as our word


• DISCIPLINE – Continuous improvement is always better than delayed perfection, no excuses


• ETHICS – Do the right thing even when no one is watching

THE BIG ASK!!!

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.

Job 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.

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

. Working knowledge of Service Titan is a plus

· 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.