Customer Service Representative

2 weeks ago

Phoenix, United States Hobaica Services Full time
Job DescriptionJob DescriptionAs a Customer Service Representative, you will handle phone management, administrative tasks, and reception duties. You will oversee membership and warranty plans, manage warranty parts, and ensure quality control. Additionally, you will conduct customer follow-ups and provide on-call support and dispatch services, ensuring exceptional customer satisfaction and operational efficiency

Work schedule:

Monday - Friday 8:00 AM - 5:00 PM, some overtime required


DUTIES AND RESPONSIBILITIES

  • Receive a high volume of inbound calls and make outbound calls to existing clients, booking appointments at a high conversion rate.
  • Able to quickly identify the client’s request or concern and efficiently provide the most effective solution.
  • Effectively use critical thinking skills to solve problems for clients while consistently using the best judgment to determine the best solution.
  • Express empathy and compassion, fully owning the client’s satisfaction.
  • Respond to incoming requests for cancellation of services and persuade our clients to retain their memberships or appointments.
  • Efficiently enter accurate and detailed records of client interactions and actions taken.
  • Achieve productivity standards and goals the company sets while maintaining high-quality calls and following expected call flows and scripts.
  • Work well independently within guidelines and complete work without requiring follow-up.
  • Other duties as assigned.

SKILLS/QUALIFICATIONS

  • Experience with heavy call volume in a versatile environment.
  • Sales experience preferred.
  • Exceptional phone and interpersonal skills.
  • Strong judgment skills to make sound business decisions and resolve issues clearly, calmly, and diplomatically.
  • Ability to talk and type accurately; typing speed of at least 40 wpm.
  • Ability to sit for the majority of the shift.

On Call Customer Service & Dispatch Duties

  • On call duty required after regular operating hours, holidays & weekends.
  • Dispatch all emergency calls to the on-call technician.
  • Schedule all non-emergency calls according to availability for regular operating hours.

PHYSICAL DEMANDS

  • Regularly required to sit; use hands to handle or feel and type
  • Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolve issues
  • Frequently required to reach with hands and arms
  • Occasionally required to stand; walk and stoop, kneel, crouch, or crawl
  • May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Founded in 1952, Hobaica Services provides residents in the Phoenix metropolitan area with high quality heating, air conditioning, refrigeration, indoor air quality, and custom wine cellar services. At Hobaica, leadership and innovation come naturally. Our team has constantly transformed to meet the changing landscape of the marketplace, serving customers with quality service, installations and products. That tradition continues today with innovations that consistently reinvent the business and our team as we strive to raise our standards for quality, safety and sustainability.

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

#CGSW

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