Customer Service Representative

You will be responsible for quickly answering inbound calls from existing and potentially new customers.  You will use your experience and training to ensure that these customers are set up with appointments for the customer and the business through high quality interactions.  You will use your empathy skills to show our customers how important their issue is to our team and resolve their concerns.  You will also be responsible for educating customers on what to expect from our services and offerings such as membership plans.

In addition to inbound calls, you will be responsible for making outbound calls to existing customers.  These interactions will ensure our customers are well informed of opportunities going on within the company such as upcoming appointments and deals as well as setting up new appointments for customers with membership plans

​

Responsibilities: 

• Take inbound calls from new and existing customers to answer questions and resolve issues.

• Review Availability Board to see if dispatch board is open or closed and schedule jobs according to priority

• Advise dispatcher/on-call manager of job booked for placement on today's board

• Make outbound calls as needed to ensure the technician’s schedules are full

• Book appointments for the customer and the company, overcoming objections as needed.

• Provide a great phone experience during customer interactions

• Resolve and deescalate customer concerns 

• Educate customers on the value of membership plans and assist them in signing up

• Achievement of monthly customer service key performance indicators

• Hit the daily set goal of 85% availability on Five9 also staying on top of daily task given. 

• Keep customer information updated on their account.  

• Making sure jobs are scheduled based on urgency. 

• Ensure customer satisfaction by providing great customer service. 

• Checking A+ chat and returning the calls 

• Call out to customers with Shield Memberships to schedule seasonal tune-ups. 

• Handling issues or directing them to management. 

• Reporting any absence to the lead. 

• At work on their scheduled time.  

​

​

A CSR is expected to hit daily set goals, also staying on top of daily task given. The CSR is responsible for collecting correct customer information and booking jobs based on information given, checking A+ chat and returning the calls, calling out to customers with Shield Memberships to schedule tune-ups.  Ensuring customer satisfaction by providing great customer service, having effective communication skills, keeping a positive attitude, and handling issues or directing them to management