Customer Service Lead

2 days ago

Charleston, West Virginia, United States Mr. Appliance of Charleston Full time

Mr. Appliance of Charleston is looking for qualified professionals to join our team. 

We have an immediate opening for a Customer Support Lead.  
Experienced professionals are strongly preferred.  

As a Customer Support Lead, you are a key member of our team representing Mr. Appliance acting as a liaison among customers, technicians, and Mr. Appliance of Charleston owner/managers.  You are the lead resource to manage work orders, address account or customer questions, billing, cancelations, complaints, and other queries. The ability to navigate computer software and related websites with speed and accuracy is a key skill set.

The objective of this position is to ensure excellent service standards are met and to maintain high customer satisfaction.

The Mr. Appliance Team lives our code of values of Respect, Integrity, and Customer Focus while having Fun in the process...  and we live these values every day.  Our Customer Support Lead exemplifies our code of values by showing respect and courtesy to all customers and employees.  

The best CSLs are genuinely excited to help internal and external customers. They are patient, empathetic, and passionately communicative. They love to talk. Customer Support Leads can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless in gaining this understanding. Successful Leads are also natural problem-solvers. They are confident and persistent at troubleshooting and investigating further if they don't have enough information to resolve the problem.  They are detail-oriented and ensure accuracy in their work.

Strong candidates will also exhibit unwavering punctuality, reliability, and accountability.

Specific Responsibilities:
  • Receive incoming calls in a professional, friendly, and courteous manner
  • Enter all relevant information accurately into the system
  • Return customer calls and respond to customer questions and complaints
  • Monitor email for additional service requests
  • Dispatch service calls to technicians
  • Manage technician schedules throughout the day, remaining in contact with them and anticipating issues based on how the day is progressing
  • Manage parts inventory: Order, track, receive, label, and distribute parts each day 
  • Work with Inventory Manager to track and return unused parts in a timely manner
  • Complete work orders, and perform other duties as needed which may include cross-training in related positions
  • Perform marketing and sales functions to sell additional work and earn business
Job Requirements:
  • High school graduate, degree preferred
  • Minimum 5 years experience in an office environment
  • Excellent telephone skills  
  • Ability to excel in a fast-paced environment
  • Able to maintain quality work with multiple interruptions
  • Detail-oriented with strong data entry and process management skills
  • Positive Attitude
  • Team player who can work independently

Benefits: In addition to your pay, group benefits and retirement plans are available.  

Compensation: $32,500.00 per year

Notice

Mr. Appliance LLC is the franchisor of the Mr. Appliance franchised system. Each Mr. Appliance franchised location is independently-owned and operated by an independent franchisee performing services. As a service to its independent franchisees, Mr. Appliance LLC lists employment opportunities available throughout the franchised network so those employment opportunities may be conveniently found by interested parties at one central location for brand management purposes only. Mr. Appliance LLC is NOT the employer seeking help. The only employer is the independent franchisee who has listed its available positions on this website.

*Acknowledgement

I acknowledge that each independent Mr. Appliance franchisee hires and determines the terms and conditions of employment for its own employees. Any employment benefits, compensation and employment practices vary by location. Neither Mr. Appliance LLC ("Franchisor") nor its affiliates have the power to: (1) hire, fire or modify the employment condition of franchisee's employees; (2) supervise and control franchisee's employee work schedule or conditions of employment; (3) determine the rate and method of payment; or (4) accept, review or maintain franchisee employment records. Mr. Appliance LLC is NOT the employer and/or joint employer for: (i) any of the job opportunities listed on this website; (ii) any of the independent franchisees; and, (iii) any of the employees of the independent franchisees.

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