Job Overview
We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. In this role, you will be the first point of contact for our clients, providing exceptional support and assistance. The ideal candidate will possess strong communication skills in both English and Spanish, enabling them to effectively engage with a diverse clientele. This position requires the ability to analyze customer needs and provide solutions while maintaining a positive attitude. The CSR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CSR will work diligently to solve the problem, to the customers satisfaction. As part of this responsibility, the CSR will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful CSR must have the ability to function as a part of a team and be able to think creatively and critically. Earn productivity bonuses every payday.
Responsibilities
- Provide outstanding customer support by addressing inquiries and resolving issues via phone, email, or chat.
- Communicate effectively with clients to understand their needs and deliver appropriate solutions.
- Analyze customer feedback and data to improve service delivery and client satisfaction.
- Perform data entry tasks accurately to maintain up-to-date client records.
- Collaborate with team members to enhance client services and streamline processes.
- Utilize computer systems efficiently for tracking customer interactions and managing information.
- Assist in training new team members on best practices in customer service.
- Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members’ spirit.
- Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
- Notify client ahead of time if the technician is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
- Making sure that Club Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
- Assist with supervising and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
- Obey company Code of Ethics and the Team Rules
Requirements
- High school diploma/GED required
- Associate degree preferred but not required
- Self-starter, reliable, flexibility with hours
- Strong customer service skills
- Present and communicate professionally (written and verbal)
- Excellent interpersonal communication skills on a professional and technical level
- Able to work both independently and as part of a team
- Strong knowledge of Microsoft Excel, Word and PowerPoint
- Must be a critical thinker - Strong English composition skills
- Telephone etiquette and working knowledge of email systems
- Ability to develop tools that create efficiencies within department
- Proficiency in both English and Spanish is highly desirable.
- Previous experience in a call center or customer support environment is preferred.
- Strong analytical skills with the ability to assess situations and provide effective solutions.
- Excellent communication skills, both verbal and written, with a focus on client engagement.
- Ability to type efficiently while navigating computer systems for data entry tasks.
- A positive attitude with a commitment to delivering high-quality client services.
- Familiarity with computerized systems and software applications relevant to customer service operations.
If you are passionate about helping others and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity as a Customer Service Representative.
Job Type: Full-time
Pay: $13.25 - $16.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
Shift:
Experience:
- Customer service: 2 years (Required)
Ability to Relocate:
- Browns Summit, NC 27214: Relocate before starting work (Required)
Work Location: In person
