Customer Service Representative

1 day ago

Lombard, Illinois, United States Leaf Home Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Call Center Representative. As a key member of our Inside Sales Center, you will be responsible for speaking with potential customers regarding their product needs and scheduling in-home sales consultations.

Key Responsibilities
  • Initiate outbound calls to potential customer leads for sales consultations and quotes
  • Serve as initial point of contact for potential customers via phone
  • Review information provided by customers to confirm accuracy, determine availability for in-home sales consultation
  • Document and update customer interaction within customer relationship management (CRM) system
  • Overcome objections from potential customers regarding scheduling, cost, etc. to schedule sales consultation as soon as possible
  • De-escalate calls where appropriate and provide solutions that leave customers satisfied with the resolution
  • Exceed customer service expectations by providing an outstanding experience to every potential customer
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction, and quality
  • Promote teamwork through consistency, reliability, and group cohesiveness
Requirements
  • High School Diploma or equivalent
  • Previous experience in a dynamic call center or customer service role
  • Ability to juggle various work activities and shift attention from one task to another to meet demands of different stakeholders without dropping the ball
  • Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a roll-up-your-sleeves and today-not-tomorrow mentality
  • Apply active listening skills through ability to comprehend information presented and respond thoughtfully
  • Detail-oriented and can focus on task at hand, no matter how minute, by finding most efficient and effective pathway to completion
  • Excellent verbal and written communication skills required for communicating with internal and external parties in a manner that is both articulate and professional
  • Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection
  • Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps coworker or customer's needs at forefront of every interaction
  • Ability to communicate effectively, recognize, understand, and manage one's own emotions as well as others, and foster positive working relationships across all levels of organization
  • Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies, and being responsible for one's own actions, performance, and decisions
  • Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access)
  • Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status)
Preferred Knowledge, Skills, Abilities, or Certifications
  • Understand and broad knowledge of financial software
  • Strong mathematical skills
Travel Requirements
  • No travel required
Overtime/Additional Hours Requirements
  • May be requested to work overtime on evenings and weekends dependent on business need
Physical Requirements
  • Normal Office Environment
  • Indoor work in a climate-controlled environment
  • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

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