Customer Service Specialist

Job Description

Customer Service Specialist

Diamond Window Cleaning, Inc.

Tom@diamondcleanwindows.com

$40,000-60,000 based on experience {10%} and performance {90%}

Full-time Work / Will consider the right person for part-time

Reports directly to General Manager & Owner

Benefits & Job Requirements

• 40-hour Flex Schedule March 15 - December 15th (15-hours Dec 15 - March 14 Averaging 33.5 hours per week. Dates & hours approx. for slow season)
• All major holidays off (Memorial Day, Independence Day, Labor Day, Thanksgiving, Black Friday, Christmas & New Years Day)
• January 2nd through February 28th lighter workloads (less phone calls and emails to respond too, few projects each winter before next busy season on March 1st starts)

Integrity. Excellence. Service. Professional People. Perseverance. Transparency. Diamond Window Cleaning is seeking a positive, dynamic, and fun, hard-working professional with those values. This position requires you to become a specialist at satisfying customer needs by phone and email, following detailed processes, and collaboration with fellow employees to meet these ends. Professional phone experience is helpful, but being a quick learner, self-motivated, flexible and possessing the ability to build and nurture relationships is far more important. Our clients are our second highest priority (behind our employees), and you will be representing our professionalism on every call. Average call volume is generally 20-25 calls per day. Processes to follow will include invoicing, collections, scheduling, phone estimates, so must be detail-oriented, energetic, and meticulous. Diamond is a 46-year-old company looking forward to continued growth. We seek to be a close-knit team, always working to build a culture of investing in one another. With a relatively small amount of growth, additional management opportunities will come available within the next 2-3 years.

Primary Position Requirements

1. Customer Service Answer 20-25 calls/day, rigorous documentation of notes and client requests, educate and inform clients over phone and email.

2. Detailed Processes Accurately follow extensive processes for real time scheduling, phone estimates, invoicing, and collections.

3. Scheduling Schedule up to 15-20 clients per day all over Omaha area using field service software.

4. Accounts Receivable Hundreds of invoices every month, collections process through Quickbooks.

5. Estimates Up to 10-15 phone and email estimates per day.

6. Collaboration - excellent communication with fellow team members that facilitates excellent customer service and smooth operations.

Skills: Verbal and written communication, customer service and relational skills, self-motivated, disciplined and the ability to have some empathy with clients.

Experience: Process-driven environment, phone call customer service experience, high school diploma or GED, advanced education or equivalent training such as associates degree a plus.

Attitude: Positive, servant’s heart, teachable, jovial, driven to succeed, easy-going, enjoys being accountable.

Results: Fulfilling customer requests with urgency and excellence, organizing a schedule with many variables and 25 entries/day, 25 invoices/day, receive 25 phone calls/day, ended on good terms with last couple teams.

Cognitive: Smart (quick learner), responds constructively and positively to clients under pressure, creative (ability to find solutions and improvements to current processes and barriers to success), flexible (ability to change course quickly, do many things at once, and still do excellent work), highly detailed.

Habits: Integrity, professionalism, meticulous, responsible, transparency in relationships, follow or demonstrate improvements in established company processes ‘to a t’, punctual, organized.

Environment: Fast-paced professional office environment, many hours per day on the phone with clients, frequent collaboration with General Manager, tight-knit and fun team dynamic. Diamond’s owners and employees strive to care for one another like good friends and family.

Job Type: Full-time

Pay: $40,000-60,000 Annual Salary

Benefits:

• Flexible schedule & Hours
• Paid time off

Schedule:

• Monday to Friday

Application Question(s):

• Describe your favorite job you have had and why you liked it.
• What was it about this opportunity that made you want to apply?

Education:

• High school or equivalent expected, additional good too.

Experience:

• Customer Service: 3 years (Preferred). Will train the right person.

Work Location: In person

Job Type: Full-time

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• Flexible schedule
• Paid time off
• Referral program

Schedule:

• Monday to Friday

Application Question(s):

• Describe your favorite job you have had and why you liked it.
• What was it about this opportunity that made you want to apply?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 3 years (Preferred)

Ability to Relocate:

• Omaha, NE 68144: Relocate before starting work (Required)

Work Location: In person

Salary : $40,000 - $60,000