Benefits:

401(k)

Bonus based on performance

Paid time off

Training & development

Benefits/Perks

Competitive Compensation

Paid Time Off

Career Growth Opportunities

Job Summary

We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, schedule appointment, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure.

Responsibilities

Receive a high volume of inbound calls and emails

Identify the reason for the customer’s call, collect relevant information and provide solutions and achieve satisfaction

Refer to premade scripts for a variety of customer service topics

Use best practices in customer service techniques to develop rapport and build relationships with customers

Meet personal and team quotas

Attend trainings to maintain up-to-date skills and knowledge

Generate sales leads

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

Entering work orders in the system

Dispatch/scheduling service jobs for technicians

Printing, filing, copying, organizing paperwork

Following up with customer after every job and offering other services

Processing permits

Qualifications

High school diploma/GED

Previous experience as a Customer Service Representative or in a similar role is preferred

Comfortable using computers and customer management software

Excellent phone and verbal communication skills

Understanding of active listening techniques

Ability to work well under pressure

Highly organized with the ability to prioritize projects and manage time effectively

Customer orientation and ability to adapt/respond to different types of characters

2 years or more experience in home service field preferred

2 years of sales experience preferred

Excellent typing skills