Customer Care - Responsive Service

About the role

Join our team at Ayers Basement Systems and lead our brand recognition while furthering our purpose to redefine the industry. This role serves as the key point of contact for existing customers, managing communications across the full-service lifecycle. You will handle responsive and emergency service calls, follow up on customer needs, troubleshoot issues, address warranty-related concerns, and coordinate with service technicians.

Responsibilities

• Operate as the first point of contact for responsive and emergency service needs by taking existing customer calls, diagnosing issues over the phone, and dispatching a Responsive or Proactive Service Technician as needed.
• Deliver a calm, reassuring, and solution-oriented experience, especially during stressful situations.
• Handle inbound and outbound calls with urgency, professionalism, and empathy.
• Provide clear communication regarding service options, timelines, and next steps to customers and technicians.
• Schedule emergency, same-day, and priority service appointments to maximize responsiveness and operational efficiency.
• Coordinate closely with service technicians to ensure schedules are optimized and real-time adjustments are made as needed.
• Work to retain service opportunities when customers express hesitation or attempt to cancel, documenting reasons in CRM software.
• Maintain full and efficient service technician schedules, ensuring rapid response times and high utilization.
• Take ownership of customer escalations, providing timely updates, de-escalating concerns, and ensuring issues are resolved quickly.
• Follow up with customers after service to confirm satisfaction, address outstanding concerns, and support warranty-related needs.
• Identify opportunities for additional services, repairs, or system upgrades based on customer needs and technician feedback.
• Address warranty-related inquiries and coordinate service solutions accordingly.
• Ensure all service scheduling, dispatch details, and customer interactions are accurately documented in the CRM.
• Support coordination of urgent installations or replacements when required to resolve critical system failures.
• Collaborate with internal teams to ensure seamless service delivery during high-priority or high-volume situations.

Requirements

• 2 or more years of experience in customer service, call center, dispatch, or service coordination roles.
• High school diploma or GED.
• Experience with CRM software or scheduling/dispatch software preferred (Salesforce or i360).
• Prior experience in production at Ayers is beneficial but not required.

Skills

• Proven ability to multi-task, prioritize, and make quick decisions in a fast-paced environment.
• Strong communication skills with the ability to remain calm under pressure.
• Technical aptitude with the ability to learn and explain service-related concepts.
• Strong problem-solving skills and a customer-first mindset.
• Knowledge of customer service principles and practices.
• Skill in operating a personal computer and programs.
• Ability to detect/recognize information in written materials and on a computer screen.
• Ability to understand, speak, read, and write in English.
• Ability to perform accurate data entry.
• Eventual expert understanding of all products offered by Ayers and ability to diagnose and communicate effectively with customers and service techs.