Customer Service Representative

5 days ago

Pensacola, United States Quality Roofing, Inc. Full time
Position Overview:The Customer Service Representative role is pivotal in delivering exceptional customer service while also supporting the coordination and tracking of our contracted jobs within our CRM. This position plays a vital role in ensuring that our Business Process Modeling (BPM) is followed and that our customers' needs are met with the highest level of professionalism and satisfaction.
The Customer Service Representative collaborates closely with various internal departments, serves as a key point of contact for our valued customers, and reports directly to the Director of Administration.
Responsibilities:Inbound Call Support: Answer inbound calls from customers, address inquiries, and provide information. Effectively route calls to the appropriate department or individual when necessary.Customer Service: Serve as a friendly and knowledgeable point of contact for customers. This includes assisting customers in our showroom, providing notarial services, actively gathering and relaying customer feedback, and contributing to the continuous enhancement of the customer experience.Job Tracking and Coordination: Thoroughly review jobs for accuracy and make initial contact with contracted customers. Collaborate with production and other relevant departments to track jobs from initiation to completion, ensuring alignment with our established Business Process Modeling.Quality Control: Conduct quality control checks throughout the job process. Follow up with customers to ensure continued satisfaction and address any inquiries or concerns.Business Process Support: Assist in various business administration tasks to maintain smooth day-to-day operations. This may include, tracking of office supplies, coordinating cleaning services, and maintaining an organized office.Additional responsibilities as assigned.
The responsibilities outlined in this job description are intended to describe the general nature and level of work performed by individuals assigned to this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to amend and change responsibilities to meet organizational needs as necessary.
Working Hours:Generally, Monday through Friday, 8am until 5pm.
RequirementsQualifications: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.High school diploma or equivalent is requiredAt least two (2) years of related customer service experience is requiredExcellent Organizational Skills: Demonstrated ability to effectively organize tasks, manage multiple responsibilities concurrently, and prioritize effectively in a dynamic environment.Detail-Oriented: A mindset that values precision, accuracy, and compliance in all tasks and communications.Strong Communication: Outstanding verbal and written communication skills with both customers and internal staff. Active listening skills are essential for understanding and addressing customer needs.Computer Proficiency: Proficient in using computer systems and software, with an aptitude for quickly learning and adapting to new software platforms.Physical Requirements:Sitting for extended periods of timeManipulation of objects and materials, including holding, grasping, turning, and touchingKeyboardingWalking and climbing stairs (as needed, when in the office)Speaking, in-person and through the telephone or electronic device (such as a tablet or computer)Hearing, in-person and through the telephone or electronic device (such as a tablet)Visual acuity, especially near (i.e. clarity of vision of approximately 20 inches or less)

Quality Roofing Solutions is an equal opportunity employer. We make employment decisions solely based on business needs, job requirements, and individual qualifications without regard to race, gender, religion, ethnicity, age, or any other status protected by the law.

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