Customer Support Agent

Responsibilities

• Answer incoming calls and make outbound calls to customers to schedule, confirm, and follow up on service appointments.
• Proficiently navigate a Windows-based & Web-based system to track routes and optimize current and future schedules; don’t worry, we will train you!
• Apply expertise developed in training to schedule appointments for technicians to efficiently minimize driving time and/or distance as needed and recommend alternative routes when appropriate.
• Use your sharp listening skills and probing questions to identify the customer’s concern and evaluate their needs.
• Monitor, update, and maintain the customer database with accurate customer information, including call details, disposition of calls, payments, and other results.
• Reschedule unserved accounts within 24 hours.
• Participate in quality assurance processes, programs, and initiatives.
• Safeguard customers’ privacy and other proprietary information.

Qualifications

• Love helping people and creating positive customer experiences.
• Are a strong communicator who enjoys solving problems.
• Have previous Customer Service or Administrative experience (preferred).
• Stay organized, detail-oriented, and calm under pressure.
• Are confident using computers, scheduling systems, and multitasking throughout the day.
• Thrive in a team environment and take pride in providing exceptional support.