Customer Service Representative
4 days ago
Job Purpose:
Help keep our crews working & ultimately our customers comfortable Responsible for interacting with the company's customers by addressing inquires primarily through inbound and outbound calls.
Essential Duties & Responsibilities:
- Provide a first impression that radiates that our company is extremely competent and capable of handling the caller's challenges.
- Responsible for interacting with customers via multi-line phone system, email, or in person to provide support and information on products and services.
- Engage in outbound and inbound calling to best keep the schedule full for the technicians.
- Provide consistency to customers while utilizing the company best practices scripting & quality assurance guidelines.
- Provide a WOW experience. Customers should recognize that the representative went above and beyond in the customer service experience.
- Efficiently schedule the client based on company guidelines.
- Accurately document information from the call into Service Titan & maintain customer accounts and records of customer interaction with detailed notes, complaints, or comments.
- Customer Service Representative will forward request to appropriate departments when applicable.
- Educate the customer on the membership benefits and complete accurate enrollments.
- Provides maintenance membership information to customers.
- Responsible for electronic filing, scanning, and mailings as needed.
- Expected to familiarize yourself with the call center & company procedures, processes, and policies.
- Expected to maintain a friendly, helpful and team-like atmosphere among co-workers.
- Completes special projects and other duties as assigned.
- Work indoors - office setting, seated or standing for long lengths of time.
- The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to pass a national background check.
- Strong commitment to high level of customer service
- Excellent communications skills with the ability to communicate clearly with customers and employees over the phone and in person.
- Proficient computer skills with the ability to learn new software.
- Strong organization skills and attention to detail
- Build and encourage a positive work culture and be a willing and engaged team player.
- High school diploma or GED
- Ability to sit for long lengths of time.
- Ability to be flexible and effectively handle change.
- Experience with Windows-based operating systems, plus proficiency in the Microsoft Office Suite
Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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