Position Overview

Book service appointments and do whatever is necessary to promote customer satisfaction.

Duties & Responsibilities

• Convert incoming customer calls into booked service appointments.
• Deliver call scripts with an authentic cadence; be clear, compelling, and personable.
• Follow the script and company processes/ policies to secure the job.
• Respond to customer requests, resolve issues, and promote the brand.
• Be professional and establish customer rapport, encouraging repeat business.
• Participate in training to boost booked calls and practice outbound calling.
• Adhere to the company’s plan for resolving customer complaints quickly and favorably. ( Notify MGMT ) (Handle customer complaints bad reviews, and negative and positive feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution).
• Manage large amounts of incoming phone calls.
• Generate sales leads by working heavily on outbound calls and promotions.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Follow the promised made on the CSR sweat pledge.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Classify all incoming calls.
• Book all the calls.
• Dispatch the technicians when dispatch is not available.
• Dispatch for profit, urgency, skill, location, and client special requests.
• Meet personal/customer service team sales targets and call booking quotas.
• Keep records of customer interactions, process customer accounts, and file documents.
• Document every conversation in CSM, ServiceTitan.
• Respond to Customer messages, emails, and correspondence in a professional, timely manner.
• Follow communication procedures, guidelines, and policies with Dispatch and MGMT.
• Complete assigned with the expense report.
• Make any and all necessary outbound calls to ensure effective communication.
• Take the extra mile to engage customers.
• Send gifts, thank you cards, and positive messages after services.
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming service requests.
• Work closely with the Manager/ supervisor in communication and dispatch calls per assigned daily tasks of technicians.
• Maintain and update customer databases with complete and accurate information.
• Write thank you cards by hand and mail out.
• Respond to dispatch requests and execute the request in a prompt, professional manner.
• ZEAL- Bring more energy than you take. Must have positive energy and attitude during duration of shifts.

Requirements

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communication.
• Create a memorable experience and communicate happily.
• Ability to build trust and demonstrate empathy.
• Must have a personality that blends well with a fast-paced, goal-driven environment.
• A competitive individual contributor who also loves to win as a team.
• Highly motivated, flexible, and great attitude to life.
• Proven customer support experience or experience as a Client Service Representative.
• Track record of over-achieving quotas/ call booking percentages.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems ( Service Titan) and practices and use accurately.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively, and promptly.

Benefits & Perks

• Health Plan
• Dental Plan
• Vision Service Plan
• Paid Holidays
• Paid Time Off (Vacation, Sick Days, Personal Days)
• Technical Training Programs
• Incentive Compensation Programs