The Role: Customer Service Representative ( CSR)

STATUS: FULL TIME/ PART TIME

Book service appointments and do whatever is necessary to promote customer satisfaction.

Responsibilities

• Convert incoming customer calls into booked service appointments.

• Deliver call scripts with an authentic cadence; be clear, compelling and personable.

• Follow the script and company processes/ policies to secure the job.

• Respond to customer requests, resolving issues and promoting the brand.

• Be professional and establish customer rapport, encouraging repeat business.

• Participate in training to boost booked calls and practice outbound calling.

• Adhere to the company’s plan for resolving customer complaints quickly and favorably. ( Notify MGMT ) (Handle customer complaints bad reviews, negative and positive feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution)

• Manage large amounts of incoming phone calls.

• Generate sales leads.

• Identify and assess customers’ needs to achieve satisfaction.

• Build sustainable relationships and trust with customer accounts through open and interactive communication.

• Provide accurate, valid and complete information by using the right methods/tools.

• Classify all incoming calls.

• Meet personal/customer service team sales targets and call booking quotas.

• Keep records of customer interactions, process customer accounts and file documents.

• Document every conversation.

• Respond to Customer messages, emails, and correspondence is a professional, timely manner.

• Follow communication procedures, guidelines and policies with Dispatch and MGMT

• Take the extra mile to engage customers.

• Send gifts, thank you cards and positive messages after services.

• Maintain and update customer databases with complete and accurate information.

• Respond to dispatch requests and execute the request in a prompt, professional manner .

Competencies for Success

• Develop a proven track record in customer service.

• IT competent; good typist and proficient with phone systems.

• Highly organized with exceptional follow-through abilities.

• Strong verbal and written communications.

• Create a memorable experience and communicate happily.

• Ability to build trust and demonstrate empathy.

• Must have a personality that blends well with a fast-paced, goal-driven environment.

• Competitive individual contributor who also loves to win as a team.

• Highly motivated, flexible and great attitude on life.

• Proven customer support experience or experience as a Client Service Representative.

• Track record of over-achieving quotas/ call booking percentages.

• Strong phone contact handling skills and active listening.

• Familiarity with CRM systems ( Service Titan) and practices and use accurately

• Customer orientation and ability to adapt/respond to different types of characters.

• Excellent communication and presentation skills.

• Ability to multitask, prioritize, and manage time effectively, and promptly.

Job Type: Part-time

Pay: $16.00 - $17.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift
• Evening shift

Weekly day range:

• Every weekend
• Monday to Friday
• Weekend availability

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Suite 401 Hesperia, CA 92345: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)
• Phone Etiquette: 3 years (Required)
• CRM software- Service Titan: 3 years (Required)

Work Location: One location

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