Customer Service Representative

Customer Service Representative (CSR)

Job Summary:

The Customer Service Representative (CSR) plays a vital role in delivering exceptional service by answering calls promptly and managing the scheduling of service, maintenance, add-on replacements, and new homeowner orientations. CSRs must have comprehensive knowledge of departmental policies, allowing them to clearly explain processes, fees, and disclaimers. They assess homeowner information and escalate issues when needed. CSRs strive for 100% customer satisfaction, maintain a positive attitude, and communicate regularly with their manager.

Duties/Responsibilities:

_ Incoming Call Management_ - Answer calls within three rings and maintain a 90% average call response time.

Scheduling and Coordination - Schedule and coordinate appointments efficiently to optimize workflow.

Customer Communication - Explain the Comfort Zone Club benefits and scheduling processes, ensuring homeowners are informed.

Customer Satisfaction - Actively address inquiries, resolve issues, and exceed expectations for quality and value.

Team Collaboration - Foster a supportive work environment by embracing a team-first philosophy.

Manager Communication - Proactively communicate with the Manager to clarify questions and resolve concerns.

Peak Time Availability - Be available during peak hours (8 AM - 10 AM and 3 PM - 5 PM) for efficient service delivery.

Escalation Management - Assess homeowner information and escalate issues to appropriate channels when necessary.

Required Skills/Abilities:

Communication Skills

· Clear verbal communication, active listening, and ability to explain policies effectively.

Customer Service Orientation

· Commitment to exceptional service and achieving 100% customer satisfaction.

Time Management

· Prompt call answering and efficient scheduling of appointments.

Problem-Solving Skills

· Assessing homeowner information and identifying solutions.

Knowledge of Company Policies

· Understanding of departmental policies and the Comfort Zone Club offerings.

Team Collaboration

· Ability to work collaboratively and support colleagues.

Adaptability

· Flexibility to handle varying call volumes and customer needs.

Organizational Skills

· Prioritizing tasks and managing responsibilities effectively.

Attention to Detail

· Ensuring accuracy in communication and scheduling.

Performance Tracking

· Meeting performance metrics and participating in regular reviews for improvement.

Education and Experience:

· Prior Customer Service experience

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer.

· Must be able to lift up to 15 pounds at times.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• Jacksonville, FL 32258 (Preferred)

Ability to Relocate:

• Jacksonville, FL 32258: Relocate before starting work (Preferred)

Work Location: In person

Salary : $16