Contact Center Representative

Job Overview: As a Customer Experience Representative, you will be the first point of contact for homeowners, providing exceptional service through both inbound and outbound communication. Your role will involve handling calls, scheduling appointments, resolving inquiries, managing text communications, and following up/booking leads for the Sales team. You will also play a key role in ensuring smooth operations and transferring calls between departments as needed.

Key Responsibilities:

• Inbound and Outbound Calls:
• Manage incoming calls from homeowners, addressing their inquiries and concerns.
• Make outbound calls to homeowners for follow-ups, appointment scheduling, and service confirmations.
• Text Messaging:
• Exchange text messages with homeowners to provide updates, confirm appointments, and answer questions.
• Appointment Scheduling:
• Coordinate with homeowners to set up appointments with Sales team members.
• Ensure that all appointment details are accurately recorded and communicated.

Call Transfers:

• Transfer calls between different departments as required to ensure issues are addressed promptly and efficiently.

Qualifications:

• Strong communication skills, both verbal and written.
• Excellent organizational abilities and attention to detail.
• Superior tone, positive attitude, and willing and able to implement coaching and feedback.
• Proficiency in using computer and software tools.
• Ability to handle multiple tasks simultaneously and prioritize effectively.
• Previous experience in customer service or a related field is preferred.