Customer Service Representative

1 day ago

Richmond, Virginia, United States DOSWELL OPERATING GROUP Full time
About the Role

We are seeking a highly skilled Customer Service Representative to join our team at Woodfin Your Home Team. As a key member of our customer-facing team, you will play a vital role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Customer-Centric Mindset
    • Foster a customer-centric mindset by prioritizing customer satisfaction and continuously seeking ways to enhance their experience.
    • Seek feedback from customers and teammates to drive continuous improvement.
    • Support customer experience programs and initiatives.
    • Maintain a positive and resilient attitude in customer service interactions.
    • Be proactive in engaging with customers by anticipating their needs.
  • Assisting Customers and Addressing Inquiries
    • Professionally and promptly assist customers with inquiries, resolving concerns related to budget plans, payment discrepancies, and service agreements.
    • Conduct credit checks for customers requesting a billable status.
    • Monitor and respond to customer inquiries received through the Woodfin Portal.
    • Assist walk-in customers with various needs.
  • Sales and Additional Services
    • Promote cross-selling services to provide customers with comprehensive solutions.
    • Develop problem-solving skills to address complex customer issues promptly.
    • Renew service agreements by contacting customers, discussing renewal options, and maintaining long-term relationships.
    • Assist and activate Paw Point accounts, allowing customers to redeem points for rewards.
  • Scheduling and Coordination
    • Efficiently schedule service calls, tune-ups, propane, and oil deliveries.
    • Proactively reach out to customers to schedule tune-up appointments and ensure optimal equipment performance.
    • Coordinate technical support appointments for timely issue resolution.
    • Manage conference room schedules for a specific location.
  • Collaboration and Customer Record Management
    • Collaborate with cross-departmental teams to provide a seamless customer experience.
    • Keep customer records up to date, attach tune-up sheets, remove canceled service agreement plans, and update equipment information.
Requirements
  • High school diploma or equivalent is required.
  • Must be at least 18 years old with an upbeat personality and a warm and friendly demeanor.
  • Customer Service Representatives possess excellent verbal and written communication skills.
  • CSRs have a deep understanding of the products and services they are supporting.
  • Must be able to demonstrate empathy towards customers' concerns and be patient even in challenging situations.
  • CSRs often face unpredictable situations; they are adaptable and flexible in their approach.
  • Must possess a positive, friendly, team-oriented attitude.
  • Customer Service Representatives with cross-selling skills identify complementary products or services that align with customers' needs.
  • CSRs inside sales skills identify potential opportunities and effectively communicate the value of products or services to customers.
  • CSRs have strong problem-solving skills.
  • Efficient time management is crucial to handle multiple customer inquiries promptly.
About Us

At Woodfin Your Home Team, we are committed to cultivating an environment of mutual respect and inclusion. We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, age, sex, national origin, gender, pregnancy, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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