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 responsivenessâwhile 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 connectionâstepping 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
Required Qualifications
3+ years in customer service, operations, or communicationsâpreferably in a fast-paced or service-based industry
A genuine passion for helping peopleâyou enjoy customer interactions and thrive on creating positive experiences
A naturally bubbly, upbeat personality that brings warmth to every conversationâyou 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
Bellows Plumbing, Heating & Air is an opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
Expected salary:
Location: Santa Cruz, CA
Apply for the job now!
Apply Now
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 responsivenessâwhile 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 connectionâstepping 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
Required Qualifications
3+ years in customer service, operations, or communicationsâpreferably in a fast-paced or service-based industry
A genuine passion for helping peopleâyou enjoy customer interactions and thrive on creating positive experiences
A naturally bubbly, upbeat personality that brings warmth to every conversationâyou 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
Bellows Plumbing, Heating & Air is an opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
Expected salary:
Location: Santa Cruz, CA
Apply for the job now!
Apply Now