Essential Responsibilities

• Answering or making calls to clients to learn about and address their needs and schedule inspections and appointments with appropriate trade.
• 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.
• 2-3 years of call center experience with telephone systems and technology preferred.
• Language proficiency.
• Strong and accurate typing skills (typing speed of 45+ words/minutes preferred)
• Military Service a plus

Compensation & Benefits

• $15 to $18 per hour, commensurate to experience
• Medical, vision, and dental insurance
• Company paid life Insurance
• Company paid Short-Term Disability (STD) insurance plan
• 401(k) plan with 3% company contribution
• PTO, vacation, and sick time