Job Description
Job Description
The Big Task
The Customer Service Representative will provide each customer with a delightful experience while booking jobs into the 3-day board.
Key Sub-Tasks
At the end of the first 6 weeks, you will be expected to:
- Have a thorough understanding of our brand and core values
- Understand and read the 3-day board
- Navigate our Customer Relationship Management (CRM) tool, Teams, and phone system
- Effectively book outbound calls, inbound calls, chats, online leads, etc.
- Pass our CSR training assessment
- Achieve a raw inbound call booking rate of 25%+
- Achieve an adjusted inbound call booking rate of 75%+
- Average handle time between 3-6 minutes
- Sell or renew 2+ Home Care Club memberships per week
At the end of the first 3 months, you will be expected to:
- Achieve a raw inbound call booking rate of 35%+
- Average handle time between 3-4 minutes
- Sell or renew 5+ Home Care Club memberships per week
- Inbound touches minimum 50 per day
At the end of the first 6 months, you will be expected to:
- Pass Power Selling Pros Level 1 assessment
Ongoing tasks:
- Follow all department procedures and processes
- Utilize the “Six Steps of a Call” to create a consistent customer experience
- Communicate effectively with customers and team members alike
- Support our Home Care Club members and by booking their pre-paid appointments and renewing their plans
- Make outbound calls when requested by Manager to meet booking goals
- Complete administrative tasks as assigned by your Manager
Key Performance Indicators (KPI)
- Uphold, support, and engage in our purpose and core values
- Achieve a raw inbound call booking rate of 35%+
- Average handle time between 3-4 minutes
- Sell or renew 5+ Home Care Club memberships per week
Desired Skills & Experience:
- Applicants must have a high school diploma or GED
- 2-3 years of Customer Service and/or Call Center experience
- Strong verbal and written communication skills
- Good typing skills
- Experience with Microsoft Office and Teams is preferred
Requirements: Ability to pass prescreening requirements: Clear 9-panel drug test and background check
Core Values:
Love
Team
Professionalism
Today
Mission Statement:
To be ever building the professionalism, integrity, and honor of the trades.
Company DescriptionThornton & Grooms is Trusted and guaranteed. We’ve been around for a while, since 1937 to be exact. Each day over 200 customers invite us into their homes to help solve their plumbing problems and educate them on solutions. Our thousands of maintenance plan members provide steady work throughout the year.
https://thorntonandgrooms.com/
Company Description
Thornton & Grooms is Trusted and guaranteed. We’ve been around for a while, since 1937 to be exact. Each day over 200 customers invite us into their homes to help solve their plumbing problems and educate them on solutions. Our thousands of maintenance plan members provide steady work throughout the year. \r\n\r\nhttps://thorntonandgrooms.com/