Customer Service Representative

This is a full-time (40 hours), hourly, in-person position that does not require travel.

About the Role

We are seeking a friendly and detail-oriented Phone Customer Service Representative to join our team. This role involves assisting customers by scheduling appointments, providing information, resolving issues, and ensuring a positive experience. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for helping others.

Responsibilities

• Answer inbound calls and respond to customers through our various marketing partners promptly.
• Schedule appointments and jobs, as well as maintain accurate records in our scheduling software.
• Confirm jobs and appointments prior to our arrival.
• Provide accurate information about products, services, or policies.
• Handle customer complaints and resolve issues effectively and empathetically.
• Document customer interactions and maintain detailed records in the system.
• Follow up with customers to ensure satisfaction and resolution.
• Follow up with outstanding customer invoices.
• Make outbound calls to previous and potential clients to inform them about specials and check on existing needs.
• Collaborate with other departments to address complex or escalated issues, as well as plan and execute the company’s strategic plan.
• Meet or exceed performance metrics, such as call response time and customer satisfaction scores.
• Participate in weekly staff meetings and monthly Management Team meetings.

Skills

• Verbal Communication: Speaks clearly and persuasively in positive or negative situations, with excellent active listening skills. Effective in one-on-one, small, and medium-sized group situations. Adaptable and able to think on their feet.
• Written Communication: Writes clear, precise, well-organized letters, proposals, and emails. Edits work for spelling and grammar and can read and interpret written information. Uses appropriate vocabulary and grammar.
• Team Building: Achieves cohesion and effective team spirit with peers and management. Sustains a climate characterized by open, honest relationships where differences are constructively addressed.
• Planning and Organizing: Understands the strategic direction of the organization and the implications for administrative functions. Coordinates plans with other managers and executives.
• Adaptability: Adapts to changes in the work environment, manages competing demands, and handles frequent changes, delays, or unexpected events. Excellent ability to multitask, prioritize, and manage time effectively.
• Dependability: Consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. Possesses a positive attitude and a commitment to providing exceptional service.
• Technology: Can utilize word processing, spreadsheet, and presentation software. Ability to master our CRM (client, scheduling, and invoicing software) and improve its functionality for our business.
• Financial Reporting: Can pull and format basic sales reports from our reporting systems.
• Leadership Skills: Thrives in a collaborative team environment and effectively contributes to teamwork. Inspires and motivates employees to maintain exemplary levels of quality and service.
• Mathematical Skills: Adequate mathematical aptitude, including the ability to calculate rates, ratios, and percentages.
• Computer Skills: Comprehensive knowledge of computerized information systems and their applications. Demonstrates intermediate to advanced proficiency in using computers, customer service software, CRMs, and MS Office (Word, Excel).

Requirements

• High school diploma or equivalent; additional education is a plus.
• Proven experience in customer service, preferably in a phone-based role.
• Familiarity with the residential/commercial cleaning and/or restoration industry is a plus.

Working Environment

During the course of performing this job, the employee will regularly handle moderate to high call volume during peak hours. The role may involve regular lifting and/or moving of items weighing up to 10 pounds and frequent lifting and/or moving of items weighing up to 25 pounds. The noise level in the work environment is generally quiet.

Benefits

• Paid holidays
• Competitive pay
• 401(k) matching
• Bonus based on performance
• Dental insurance
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development