Customer Service

• Interacts with customers (Builders and Homeowners) via telephone, email, and portals, to provide support and information on an assigned product or service.
• Must be able to communicate and coordinate with colleagues, as necessary.
• Maintaining a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Must be able to deescalate situations with dissatisfied customers by reassuring the homeowner/builder that we are doing the best we can to provide the service needed. Involve or get assistance from the management team as needed.
• Must be able to answer an average of 60-100 e-mails daily in a timely matter, and 60-100 incoming/outbound calls a day on a busy day.
• Create service tickets, and close them out after service is completed.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Work with management team to stay updated on product knowledge and be informed of any changes in company policies and procedures.
• Must be able to assess if some of the issues can be resolved by troubleshooting over the phone, before dispatching the service technician to prevent miss trips. Some of these issues can be tripped GFI Outlets; Smoke Detectors and minor issues that can be fixed by the Homeowner.
• Be able to communicate and involve management team with any issues that they are unable to resolve.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Ensure customer satisfaction and provide professional customer support.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent communication skills including active listening and attentiveness.
• Service-oriented and able to resolve customer grievances.
• Ability to stay calm when customers express frustration over the phone.
• Proficient computer skills with the ability to learn new software.
• Must have time management skills, organizational skills, multitasking skills, and detailed oriented.
• Be able to stay focused on tasks and have the ability to work well under pressure.
• Knowledge, willingness of, or ability to learn, product, service, or area of customer service specialization.

Education and Experience:

• High school diploma or equivalent required.
• 3+ years of Customer service experience required.
• 2+ years of experience using Microsoft Office and Outlook.
• Previous experience in office or call center preferred.

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Hakeem Peterson