Customer Service Representative

The Customer Service Representative (CSR) ensures that a client’s first interaction with our organization is first rate in terms of service quality. The CSR provides options for service appointments and sales appointments and is required to hold call center performance metrics.

► Primary responsibilities:

• Maintains the scripting required and provided by the franchise system for quality and efficient interactions with the inbound client base.
• Offers appointment windows, ancillary products and services that contribute to achieving the call center sales quota – daily, weekly, monthly.
• At the direction of the Call Center Manager, engages in outbound calling activities to secure the appropriate number of calls required for a successful service operation.
• Maintains customer database, ensuring complete, accurate, and updated entry of information.
• Participates in ensuring the agreement base is renewed and scheduled for the technicians.
• In cooperation with the Dispatcher or in a back-up role: ○ Responds to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing, and general inquiries.
• Follows up and schedules preventative maintenance service appointments.
• At the request of the Call Center Manager, may be required to perform administrative duties to assist with the overall efficiency of the operation.
• Enters service calls, schedules calls, and generates call debriefing with technicians daily.
• Reviews completed service work orders for accuracy.
• Participates in all company-sponsored training classes.
• Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
• Always maintains a professional image by:
  • Following safety policies and procedures.
  • Abiding by ALL standards of performance and code of ethics.
  • Maintaining a courteous demeanor with all customers and associates.

► Required knowledge, skills and abilities:

• Minimum two years of customer service experience.
• Geographical knowledge of the service area and/or map reading skills.
• Advanced communication and customer service skills.
• Experience in using Microsoft Word and Excel.
• Ability to pass a background check and drug screen.

► Educational/certification requirements:

• GED or High School Diploma.

► Environmental conditions:

• General office environment.

► Physical requirements:

• Ability to operate a personal computer and related equipment.
• Ability to sit for long periods of time.
• Must have sufficient auditory functioning and visual acuity to operate computer-aided call management hardware, software and communications equipment.
• Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
• Must be able to work extended hours, nights and weekends.
• Work assignments may be performed with or without reasonable accommodation to a known disability.