Advanced Customer Experience Representative & AI Associate
Job title: Advanced Customer Experience Representative & AI Associate in Santa Cruz, CA at Bellows Plumbing, Heating, Cooling & Electrical
Company: Bellows Plumbing, Heating, Cooling & Electrical
Job description: Bellows Plumbing, Heating, & Air is a leading service provider across the Bay Area, committed to delivering exceptional customer experiences through high-quality service and innovation. As we grow and evolve, we're integrating advanced AI technologies to enhance responsiveness—while ensuring real, human care remains at the core of every customer interaction.We're seeking an experienced and tech-savvy AI Response Agent with advanced customer service experience to oversee and optimize our AI-driven communication platforms. This role serves as the bridge between automated systems and real human connection—stepping in when our AI can't resolve a concern and ensuring that no customer inquiry falls through the cracks. The ideal candidate is highly organized, responsive, and comfortable managing high volumes of multi-channel communication, while keeping customer satisfaction and operational efficiency top of mind.Key Responsibilities
- Monitor and manage AI-handled chats, emails, texts, and phone call transcripts
- Proactively identify issues AI is unable to resolve, intervene as needed, and ensure a smooth customer experience
- Serve as the primary point of escalation between AI communications and live human support
- Ensure all important messages, service requests, and customer concerns are forwarded and followed up with the appropriate internal teams
- Collaborate with dispatchers and the branch GM to maintain real-time service coordination
- Continuously evaluate and optimize AI workflows and scripts in partnership with technical teams
- Provide feedback on system performance and support data-driven improvements
- Track and report on communication trends, delays, and customer resolution outcomes
- 3+ years in customer service, operations, or communications—preferably in a fast-paced or service-based industry
- A genuine passion for helping people—you enjoy customer interactions and thrive on creating positive experiences
- A naturally bubbly, upbeat personality that brings warmth to every conversation—you crave human interaction and know how to make people feel heard
- Strong problem-solving skills with a calm, solutions-first approach
- Experience working with or supervising AI/chatbot platforms or virtual assistants is a major plus
- Skilled in multitasking across communication platforms (email, SMS, chat, phone)
- Excellent written and verbal communication skills
- Comfortable with CRM, dispatch software, and emerging communication tools
- Reliable, self-directed, and collaborative