Call Center Specialist

Description

POSITION PURPOSE

The Customer Service Representative is responsible for supporting customers with their automatic pool cover service and installation needs. This includes scheduling service appointments, providing quotes, answering customer inquiries, placing orders, and following up to ensure customer satisfaction. The position requires the ability to manage a high volume of both incoming and outgoing phone calls while maintaining excellent service standards.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To be successful in this role, an individual must perform each essential duty satisfactorily. Performance will be evaluated in part based on the successful execution of these responsibilities. This list is not exhaustive, and additional duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Functions

• Answer incoming customer calls and assess customer needs.

• Create and manage service tickets and sales orders; remove closed tickets as needed.

• Schedule service calls and maintain an organized tracking system.

• Prepare and follow up on service quotes.

• Participate actively in weekly team meetings.

• Determine service schedules and assignments based on priorities and availability of materials.

• Secure customer payment information and process transactions.

• Update and maintain accurate customer records.

• Make daily outbound reminder calls for scheduled service appointments.

• Conduct follow-up and confirmation calls with customers.

• Enter customer orders into the database when quotes are approved.

Secondary Functions

• Review customer quotes for accuracy.

• Maintain cleanliness and organization of general office areas.

• Perform other duties as assigned.

Qualifications

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and experience:

• High school diploma or GED required.

• Prior experience in a customer service role is required; experience in a service-based or call center environment is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

The following skills and abilities are essential to performing the job successfully. Reasonable accommodations may be made to enable individuals with disabilities to meet these requirements.

• Strong verbal and written communication skills.

• Ability to work effectively in a fast-paced, deadline-driven environment.

• Initiative and a proactive approach to improving the customer experience.

• Basic mathematical skills (addition, subtraction, multiplication, division, percentages).

• Strong problem-solving capabilities.

• Excellent interpersonal and customer service skills.

• Proficiency with Microsoft Office and general internet use; NetSuite experience is a plus.

• High attention to detail and accuracy in data entry.

• Comfortable using standard office equipment (phones, printers, copiers, fax machines, scanners).

• Strong time management, organization, and multitasking abilities.

• Ability to work well both independently and as part of a team.

• Willingness to work overtime or weekends as needed.

PHYSICAL DEMANDS

The physical requirements listed below are representative of those necessary for an individual to perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to meet these demands.

• Ability to sit or stand for extended periods in an office environment, with occasional movement throughout the day.

• Clear speaking and listening abilities.

• Ability to read written documents, use a computer, and handle paperwork accurately.