Position: Home Comfort Customer Service Representative
Reports to: Regional Manager
Status: Full time, hourly non-exempt
Hourly Rate: $18 - $22 depending on experience.
ESSENTIAL FUNCTIONS ' include and are not limited to:
- Consistently render the best customer satisfaction to customers.
- Must productively multitask and efficiently navigate industry specific software.
- Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
- Consistently practice and participate in suggested selling and information gathering.
- Recommend other products and services to customers based on purchase or order history.
- Receives inquiries from and/or contacts the organization's branch/regional offices to resolve a variety of service or delivery related issues.
- Participates and provides expertise as a member of the customer service's departmental team.
- Execute customer service team's objectives to render the best customer satisfaction possible 100% of the time.
- Must be able to remain in a stationary position 90% of the time.
- Adhere to company policies and procedures 100% of the time.
RESPONSIBILITIES ' include and are not limited to:
- Responsible for actively ensuring the retention of the organization's customer base which includes promoting the organization to existing customers.
- Works with the organization's personnel to resolve problems, facilitate solutions and enhance customer service offerings.
- Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.
- Responsible for notifying administration of any required updates of customer records on the organization's internal database.
- Provides back-up support to other group members in the performance of job duties as required.
- Answers customer inquiries/communications as required.
- Attend and participate regularly in branch staff meetings. Maintains detailed call activity reports and provides them to upper management when required.
- Provides activity/statistical summary reports each week to the Branch Manager each day.
- Conducts follow up phone calls to survey respondents who have concerns or questions.
- Comply with company dress code 100% of the time.
- Maintain confidentiality 100% of the time in regards to customer and company information.
- Reports to work with minimal absenteeism or tardiness.
- Attend job related training and informational seminars as requested.
- Performs other job related activities and special projects as assigned.
QUALIFICATIONS AND SKILLS ' include and are not limited to:
- Proficient in Microsoft Office Suite.
- 2 years progressive customer service or direct marketing experience preferred.
- Must work well under pressure, be able to juggle many projects simultaneously, and have excellent interpersonal and communication skills.
- Possess a high school/vocational school diploma or G.E.D. and related certification.