Client Support Specialist
About the role
Service Champions is currently seeking Client Support Specialists to join our Call Center Team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our call center agents receive high volume inbound and outbound customer service calls in a call center environment and are responsible for providing exceptional customer service at all times to existing and potentially new customers by answering calls. We have been locally owned and operated since 2003, dedicating ourselves to providing quality 5-star customer service. We are a nationally recognized residential heating and air conditioning company. We value our clients and employees by serving everyone with honesty and integrity. We’ve been named a Top Workplace since 2016! We are committed to our core values and we protect our company culture through our commitment to being a Champion every day!
Pay and benefits
- $21–$26.99 per hour plus uncapped commission
- Paid vacation
- Paid birthdays off
- Health, vision, and dental plans for you and your family
- 401(k) retirement plan with company match up to 30%
- Life insurance and accident insurance
- Special program options: FSA & EAP
- Referral bonuses and employee discounts program
- Continuous training for professional development & life skills courses
- Fun company-sponsored events
- Dynamic, collaborative, and fun work environment
- Coached and supported career growth
Schedule
Onsite at Service Champions, Pleasanton Support Center. Hours of operation: Monday–Friday 7:00 am–7:00 pm, Saturday–Sunday 8:00 am–5:00 pm. Shifts include evenings and weekends.
Responsibilities
- Handle outbound calls to existing customers and book appointments at a high conversion rate
- Use a solutions-based approach to solve client needs
- Accept inbound calls from clients in a timely manner
- Escalate customer concerns as needed
- Achieve and exceed productivity goals while maintaining high quality
- Use provided leads to make outbound calls to offer products and services
- Use product knowledge to showcase solutions the company can offer to prospects
- Understand customers' needs and identify upselling opportunities
- Enter accurate and detailed records of client interactions and actions taken in the client database
Requirements
- 1 year call center experience preferred
- Strong sales experience and background preferred
- Experience with Microsoft Word, Outlook, and CRM systems
- Ability to type a minimum of 40 WPM using multiple monitors, keyboard, mouse, and headset
- Exceptional phone and interpersonal skills
- Exceptional written and verbal communication skills
- Ability to gather information, schedule appointments, answer inquiries, and log call outcomes
- Strong judgement skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner
- Ability to work shifts that include evenings and weekends
- Service Titan experience preferred but not required