What are the responsibilities and job description for the PART-TIME | CALL CENTER CUSTOMER SERVICE REP position at Ace Solves It All?
Business Hours: 7 Days a week: 7:00am-7:00pm with weekend flexibility, hours may change based on the needs of the company.
Part-time schedules
7am-12pm: Sunday, Monday, Tuesday, Thursday, Friday - OFF on Wednesday & Saturdays
2pm-7pm: Monday, Tuesday, Wednesday, Friday, Saturday - OFF on Sunday & Thursday
We are looking for a Customer Service Representative to deliver exceptional customer service reflective of ACE Solves It All values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality, providing options for service appointments and meeting performance metrics required by the company. The Customer Service Representative is responsible for answering telephones, supporting field service team members and executive management, and greeting and assisting customers.
Job Responsibilities:
- Respond to incoming customer calls with courtesy, offering appointment windows and requested lead times.
- Promote customer satisfaction by converting incoming customer calls into booked service appointments.
- Engage in outbound calling to secure the appropriate number of scheduled calls and follow-up with our customers to achieve a successful service operation.
- Follows Customer Care Call Script for quality and efficient responses to customers.
- Record and maintain complete, accurate and updated information in the customer database.
- Work hand and hand with dispatch in scheduling service calls and debrief technicians with accurate customer information.
- 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.
- Reply and follow-up on emails.
- Perform other varied administrative functions to ensure extraordinary office flow
Requirements, Knowledge, Skills, and Abilities:
- High school diploma or equivalent
- Prior call center experience preferred.
- Exceptional interpersonal and communication skills both written and verbal
- Great phone voice – cheerful and well spoken
- Basic computer skills including Word, Excel, and any other software used by the company
- Geographical knowledge of service area and/or map reading skills
- Consistently present a customer-centric experience
- Must be detail-oriented and organized
- Ability to learn quickly and function in a fast-paced, multi-tasking environment
- Proactive and objective problem-solving skills
- Punctuality and great attendance are a MUST
- Electric, HVAC, and plumbing experience is a PLUS
- Service Titan knowledge is a PLUS
