Job Description
Job Description
The selected candidate will have a dynamic phone presence, excellent problem-solving and customer service skills, and a working knowledge of computer software.
Essential Functions:
- Provide world-class customer service through scheduling, communication, and follow-up with our customers.
- Communicate with technicians efficiently to maximize their productivity and ensure customer experience is excellent.
- Must be physically in the office for job effectiveness.
Job Responsibilities:
- Answer call and provide accurate, satisfactory answers to questions and concerns while supporting company policies.
- De-escalate situations, solve customer problems involving dissatisfied customers, offering assistance and support.
- Consistently strive to minimize the handle time of inbound calls while maintaining quality and full conformance with defined process requirements and business rules.
- Plan and organize work to maximize productivity in all customer service activities. Consistently handle customer contacts in full conformance with defined process requirements, quality standards, and business rules.
- Respond to angry customers in a professional manner. Ability to meet and exceed department goals and guidelines.
- Willingness to cross-train in other platforms.
- Consistently meet and exceed individual performance goals.
Skills and Qualifications
- Excellent phone etiquette - must regulate tone. Speak in a clear and concise manner.
- Strong and effective verbal and written communications skills.
- Exceptional interpersonal and rapport-building skills; Must be patient and empathetic.
- Proficient telephone and computer skills; includes accurate and efficient data entry and typing.
- Customer Service Oriented and Determined to satisfy customer needs.
- Active listening skills giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Physical Demands
- Must be physically present in the office. Management reserves the right to allow remote work temporarily during emergencies.
- Sitting for long periods. Occasionally lift 20 lbs.
Work Environment
- Climate-controlled office
- Call center setting
- Can be busy and fast-paced
- Multiple calls simultaneously
The duties and responsibilities described are not a comprehensive list and that additiona/ tasks may be assigned to the employee from time to time as necessitated by business demands. The job description does not constitute a contract of employment and that the company may exercise its employment-at-wi// rights at any time.