POSITION PURPOSE
- Establish a direct and positive connection between our customers and the company, ensuring customer satisfaction.
- Provide effective solutions to address customer concerns and problems related to home services.
RESPONSIBILITIES
- Handle incoming calls from customers and address their queries and concerns promptly.
- Maintain accurate and organized customer service records for future reference.
- Respond to customer service inquiries with professionalism and a helpful demeanor.
- Actively contribute to the development of new customer relationships.
- Assess customer needs and work towards achieving their satisfaction.
- Initiate outbound calls to schedule services for existing members.
- Proactively reach out to schedule services for incoming leads obtained through online channels, Costco, and referrals.
MEASUREMENTS OF PERFORMANCE
- Track daily total contacts with customers.
- Monitor booking percentages to gauge successful service scheduling.
- Keep an eye on the abandon rate to optimize call handling efficiency.
ESSENTIAL SKILLS REQUIRED
- Strong problem-solving skills to address customer issues effectively.
- Clear and concise communication to ensure customers understand solutions.
- Maintain a friendly and approachable attitude to create a positive customer experience.
- Display empathy towards customer concerns and needs.
- Efficient time management to handle customer inquiries in a timely manner.
- Patience when dealing with challenging customer situations.
- Effective listening skills to understand and address customer requirements.
- Willingness to continuously improve and adapt to better serve customers.
EXPERIENCE REQUIREMENTS
- Entry-level Customer Service Representatives can start with no prior experience.
- Previous experience in home service customer service is highly desirable.
- Service Titan Experience is a PLUS+
- Bilingual is a PLUS+
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
Work Location: In person