Customer Sales Representative

Job Description

The Customer Service Representative (CSR) is the primary person who answers the phone to discuss our services, prices and availability. Every effort to assist new customers in understanding how we work is expected during each conversation. Once a complete understanding has developed and estimated package/pricing is given, each customer is to be scheduled with a brief description of the type of work, the correct Craftsman, and an exact date and time when work is to be performed. Assisting with training and new hiring of CSRs. Properly handling customer complaints and elevating to Dispatch Manager as needed. The CSR will also help relay information between Craftsmen and convey important information to Field Supervisor and/or Office Manager as needed. This information is passed along to the Craftsman in the field the night prior. Every effort to assist the Craftsman during this process is to be made from the office.

Principal Activities

• Aid in the training and onboarding of new CSRs.
• Work with Field Supervisor and Office Manager on schedule optimization.
• Review and balance draft estimates, draft and balance due invoices.
• Answer the phone, enter leads in CRM, educate customers on AHS and follow call blueprint.
• Schedule jobs on appropriate craftsmen based on skill set and location.
• Input detailed notes on job descriptions.
• Handle customer complaints and problems.
• Prepare daily work and run schedules efficiently.
• Call customers for job reviews.
• Call 11-month call warranty.
• Make follow-up calls on open/un-booked estimates.
• Call in Service Titan Dashboard and Call Scorecard.
• Perform general administrative tasks, update files, maintain office maintenance.
• Aid and execute new initiatives.
• Maintain a closing ratio of minimum 65%.
• Send thank you notes.
• Understand the AHS Service Path.
• Attend special events as scheduled for marketing.
• Handle customer complaints.
• Aid in the training of new team members.

Knowledge, Experience, And Competencies

• 3+ years’ experience in customer service skills.
• 2 + years’ previous dispatching experience.
• Ability to solve complex problems.
• Excellent written and verbal communication and interpersonal skills.
• Ability to handle stressful situations and work in a fast-paced environment.
• Microsoft suite (Outlook, Word, Excel) experience.
• Minimum of 50 WPM and ten-key a plus.
• Multi-tasking, time management and prioritization skills a must.
• Critical thinking skills.

Benefits

• Incentive/Commission/Bonus opportunities (Based on role / grade level).
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire).
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others).
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

Disclaimers

• The pay range for this position starts as listed in the job posting but could be higher based on education and experience.
• We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position's work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.
• Please note, compensation decisions are dependent on the facts and circumstances of each opening.
• Salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position.
• This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position.
• Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity.