Customer Service Representative

To deliver exceptional customer service reflective of company values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality.

To provide options for service appointments and meet performance metrics required by the company. 

Be exceptional at instilling confidence in client and converting a high percentage of inbound call opportunities by overcoming and resolving client concerns over scheduling.

Meet or exceed your personal call goals in order to fulfill company budgets.

Specific Additional Company Tasks to own:

Dispatching the Test and Repair Specialists

Creating needed follow up chat communication with Field Supervisors

 Success for the CSR Includes:

• Achieving the responsibilities outlined in the company plan by:

1. achieving budgeted call goals while converting 85% of calls to booked appointments and having no more than 8% cancellations.
2. making outbound calls as needed to fulfill personal and company call goals.
3. answer phones within 3 rings always.
4. delivering 5 Star client satisfaction. 

CSR Duties:

• Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company.  Good communication with the client is essential!  Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.  Have a courteous and pleasant demeanor whether on a phone call or not.   Know that courteousness affects other team members’ spirit.
• Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Follow Customer Care “Call Script” for quality and efficient responses to customers.
• Perform administrative duties to assist with the overall efficiency of the operation.
• Making absolutely sure that a client is notified ahead of time if the technician is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
• Making sure that Club Membership clients are continually called.   Extra scheduled service appointments should be booked to make up for any shortfall of repair calls.    Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Participate in all company sponsored training classes.
• Maintain a courteous demeanor with customers and associates at all times.
• Maintain a professional image at all times by wearing company approved apparel.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.
• Perform other duties as assigned.
• Obey company Code of Ethics and the Team Rules.