Job Overview:
The Customer Service Representative (CSR) is responsible for providing exceptional customer service to clients of our home services business, which includes HVAC, plumbing, carpet cleaning, restoration, painting, make ready, resurfacing, housekeeping, remodeling, appliance repair, pest control, and pool services. The CSR will serve as the primary point of contact for customers, addressing their inquiries, concerns, and needs in a timely and professional manner. The CSR will work closely with other departments to ensure customer satisfaction and promote additional products and services.
Duties:
- As a Customer Service Representative (CSR) and be the friendly face of our company to our valued customers! As a CSR, you'll play a crucial role in providing exceptional service and support by:
- Introducing new customers to our company's services, pricing, and processes.
- Handling customer inquiries via phone, email, or chat with professionalism and warmth.
- Ensuring accuracy of customer information and attentively listening to their concerns.
- Troubleshooting product or service-related issues and offering effective solutions.
- Collaborating with dispatch to manage appointment cancellations and scheduling.
- Following up with customers post-service to ensure satisfaction and gather feedback.
- Assisting customers with payments and setting up autopay.
- Coordinating with our Receivables Accounting Clerk on billing matters.
- Informing customers about additional products or services and promoting special offers.
- Documenting customer interactions and resolutions in our CRM system.
- Collaborating with other team members and departments to enhance the overall customer experience.
- Assisting the Dispatcher during storms or emergencies.
- Staying updated on company policies, procedures, and product/service information.
Success Metrics:
- Call abandon rate
- Customer satisfaction
- Calls and emails handled per hour
- First contact resolution (FCR)
Required Skills and Qualifications:
- High school diploma or equivalent; additional customer service training or certification is a plus.
- Minimum of 1-2 years of experience in a customer service role, preferably in a home services or related industry.
- Excellent communication skills, both verbal and written.
- Strong active listening and problem-solving skills.
- Proficiency in using computers, including experience with CRM systems and Microsoft Office.
- Ability to multitask and manage multiple customer interactions simultaneously.
- Positive attitude and ability to remain calm and professional under pressure.
- Flexibility to work various shifts, including evenings and weekends, to meet customer needs.
Preferred Skills and Qualifications:
- Knowledge in carpet cleaning, restoration, painting, make ready, resurfacing, housekeeping, remodeling, appliance repair, pest control, and pool services.
- Experience with upselling and cross-selling techniques.
- Familiarity with performance metrics related to customer service, such as customer satisfaction scores and first-call resolution rates.
Physical Requirements:
- Ability to sit for extended periods while working on a computer or phone.
- Ability to communicate clearly and effectively over the phone or in person.
If you're passionate about delivering outstanding customer service and enjoy working in a supportive team environment, we want to hear from you! Apply now to become part of our dedicated CSR team.
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
- Call center
- In-person
- Office
Ability to Relocate:
- Haltom City, TX 76117: Relocate before starting work (Required)
Work Location: In person