Customer Service Representative

Essential Functions

• Handling a high volume of inbound and outbound calls and creating a positive experience for each caller.
• Answering or making calls to clients to learn about and address their needs and schedule inspections and appointments with appropriate trade team.
• Answering calls from customers with complaints, or other issues with products or services and directing them to the appropriate team lead to address.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Understanding of company products, services, and policies.
• Participating in ongoing training and other learning opportunities to expand knowledge of position, company’s products, and services.
• Supporting other assignments such as ongoing CRM database maintenance responsibilities, DNS list maintenance, etc. 
• Adhering to all company policies and procedures
• Assist in other administrative duties as requested

Skills and Competencies

• Active listening, verbal, and written communication skills, including a professional phone voice.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Detail-oriented. in a fast-paced environment.
• Accurate data entry and typing skills.
• Teamwork-oriented to support team members.
• Ability to multi-task
• Adaptability and accountability

Qualifications

• High School Diploma or equivalent
• Pass a background check
• 2-3 years of call center experience with telephone systems and technology required.
• Language proficiency.
• Strong and accurate typing skills (typing speed of 45+ words/minutes preferred)
• Military Service a plus.
• Work Schedule: Monday to Friday 8:00am to 5:00pm
• This is an onsite customer service position not remote

Compensation & Benefits

• $15-$17.50 hourly range dependent on experience, team based bonus opportunity
• Medical, Vision, and Dental Insurance
• Company paid Life Insurance
• Company paid short-term disability
• 401(k) Plan
• PTO, Vacation & Holidays
• Onsite gym with showers-free access