Customer Service Representative

Job Description

Job Description

Responsibilities:

• Manage high volumes of incoming and outgoing calls to schedule, confirm, and reschedule appointments for customers.
• Answer inquiries, provide accurate information about services, and resolve scheduling-related issues.
• Utilize scheduling software and CRM systems to manage calendars, update customer information, and document all interactions accurately.
• Proactively reach out to customers or clients regarding upcoming appointments, confirmations.
• Handle and resolve customer complaints regarding scheduling issues with empathy and professionalism.
• Adhere to communication scripts and adapt as needed to address unique customer needs and scenarios.
• Maintain accurate and detailed records of all calls, interactions, and scheduling activities within the designated systems.
• Collaborate with other team members or departments to resolve scheduling conflicts and improve overall efficiency.
• Meet or exceed individual and team performance metrics related to call handling, scheduling accuracy, and customer satisfaction.
• Participate in training and development sessions to enhance skills and stay updated on company policies and procedures.
• Execute other tasks as directed by the supervisor

Qualifications:

• No experience needed!
• High school diploma or equivalent.
• Proven experience as a Call Center Agent or in a similar role.
• Experience with both inbound and outbound calls, particularly for scheduling purposes.
• Proficiency in using scheduling software and CRM systems.
• Exceptional verbal and written communication skills.
• Strong active listening and problem-solving skills.
• Excellent organizational and time management skills, with the ability to multitask effectively.
• Ability to remain calm under pressure and adapt to a fast-paced environment.
• Customer-focused with a commitment to providing excellent service.
• Basic computer skills (Microsoft Office, email, etc.)
• Flooring knowledge is a plus