What are the responsibilities and job description for the Call Center Representative position at Confidential?
Job Overview
We are seeking a dedicated and professional Call Center Representative to join our team. The ideal candidate will possess excellent communication skills and a strong customer service orientation.
Qualifications
· Advanced customer service skills
· Advanced written and oral communication skills
· Knowledge of Microsoft-Outlook, Word, Excel
· Ability to multi-task
· Advanced organizational skills and ability to follow up with technicians, managers, and customers
· Geographical knowledge of service area
· Advanced computer skills (CRM, Microsoft Office)
· ServiceTitan knowledge helpful
· Two years of customer service experience in a service field
· Ability to pass a drug screen and background check
· Authorized to work in the United States
Responsibilities
· Answer incoming customer calls and create a positive customer experience.
· Maintain the daily schedule for all service technicians and dispatch technicians as service calls are completed.
· Schedule and coordinate all calls as they are received.
· Monitor appointment schedule as it evolves throughout the day.
· Contact customers if there is a delay in their scheduled time.
· Clear and concise communication with department managers, employees, and customers.
· Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
· Review technician invoices and follow up as necessary to collect invoice balances.
· Respond to all messages/emails left overnight.
· Contact customers with a “Parts Pending” status as the parts are received and schedule appointment.
· Maintain complete and accurately updated information in the customer database.
· Facilitate scheduling the return of warranty parts to appropriate vendors.
· Perform administrative duties to assist with the overall efficiency of the operation.
· Promptly report any service issues to the appropriate leader to ensure 100% customer satisfaction is maintained
· Other duties as assigned.
Job Type: Full-time
Pay: $24.00 - $28.00 per hour
Expected hours: 45 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $24 - $28
