Customer Service Representative

About Leaf Home

We are powered by people on a single mission to make homeownership easy. We've crafted a team of the very best to ensure we make a difference by winning every day. In addition to serving our customers, Leaf Home strives to build a welcoming and inclusive workplace. We are proud to be a certified Great Place to Work® as well as a multi-year recipient of Top Workplaces recognition.

Why Leaf Home We Win

• Driven every day to win
• People Powered - Recognized as a top Ohio and U.S. workplace by Great Place to Work®, Energage, and more
• Family feel with enterprise-level resources
• Support - Inclusion, sustainability, and reliability surround everything we do
• Personal growth - Dedicated to providing resources and encouragement for employee growth
• Mobility - Locations throughout the U.S. and Canada, with continued expansion

Position Summary

This position handles customer inbound and outbound calls, primarily with client's post-sale, but also general company questions for internal and external customers. This individual will also schedule customer service calls and other customer service activities as needed. This position is required to review completed service tickets from the field for quality assurance.

Essential Duties And Responsibilities

• Provides excellent customer service during all inbound and outbound phone calls while maintaining effective relationships with peers, multiple internal/external customers and senior leaders.
• Schedule service customers with local technicians, as needed.
• Review completed service tickets for quality assurance in region.
• Act as a liaison and corporate contact for Leaf Home installation and service teams at the local office in your region.
• Be enthusiastic, adaptable, and patient as well as highly detail-oriented and data-efficient.
• Be flexible to perform any task deemed necessary to support department and/or company-wide initiatives.

Experience And Minimum Qualifications

• High School Diploma or equivalent
• At least (1) year of Customer Service Experience
• At least (1) year previous office or administrative experience
• Computer and keyboard proficient, job duties performed are essentially paperless
• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball”
• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality
• Apply active listening skills through the ability to comprehend information presented and respond thoughtfully
• Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion
• Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional
• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection
• Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customer’s needs at the forefront of every interaction
• Ability to communicate effectively, to recognize, understand, and manage one’s own emotions as well as others, and foster positive working relationships across all levels of the organization
• Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for one’s own actions, performance, and decisions
• Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access)
• Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status)

Preferred Knowledge, Skills, Abilities Or Certifications

• Ability to type at least 50 words per minute (wpm)
• Highly organized, with strong time management skills and the ability to be resourceful when necessary

Physical Requirements

Normal Office Environment
Indoor work in a climate-controlled environment.
Sedentary work.
Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time.

Travel Requirements

No travel required.

Overtime/Additional Hours Requirements

No overtime required.

What We Offer

• Industry-leading compensation package
• Competitive medical, dental, and vision benefits after 60 days
• Retail savings plan with company match
• Paid parental leave and generous paid time off programs
• On-campus fitness programs and meal delivery services
• Comprehensive health, wellbeing, financial wellness, and childcare benefits
• Opportunities for growth and advancement

Additional Perks

• Employee assistance program with 24/7 legal, financial, and counseling support
• Employee discount marketplace with thousands of savings options
• Flexible Gym membership
• Employee resource groups, including VetConnect and the Women’s Committee

Awards and Recognition

• Remodeling 550 list placements
• Qualified Remodeler Top 500 rankings
• Smart Culture Awards for employee-focused culture
• Inc. 5000 and Inc. 5000 Regionals: Midwest growth recognition

Diversity and Equal Opportunity

Leaf Home is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. Employment decisions are made without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, genetic information, veteran status, or disability, in accordance with applicable law.