What are the responsibilities and job description for the Customer Service Representative position at E. Dennis Heating, Cooling, Plumbing & Electrical, LLC?
Overview
E. Dennis is looking for Remote Customer Service Representatives!
Can you enjoy being in a remote small business environment, while also having the tools and resources of a network of companies and professionals with decades of success? Can you be in a recession resistant, truly essential business and use your excellent customer service skills to help provide top notch customer experience?
Yes, you can.
About the position:
You will be responsible for quickly answering inbound calls from existing and potentially new customers. You will use your experience and training to ensure that these customers are set up with appointments with the right technician at the right time for the customer and the business thru high quality interactions. You will use your empathy skills to show our customers how important their issue is to our team and resolve their concerns. You will also be responsible for educating customers on what to expect from our services and offerings such as membership plans.
In addition to inbound calls, you will also be responsible for making outbound calls to existing customers. These interactions will ensure our customers are well informed of opportunities going on within the company such as: upcoming appointments and deals, as well as setting up new appointments for customers with membership plans, etc.
Our team will train you on business knowledge, processes, and suggested verbiage to ensure you are successful. You’ll be responsible for customer service metrics such as quality interactions, booking appointments, and setting up new membership plans. Your team leader will provide coaching and training to ensure you have all the tools you need to be a top-notch teammate!
That is a lot! So, to do all of this, you bring a balance of experience with providing great customer service along with a competitive spirit to drive the business forward with new bookings and memberships. You enjoy solving problems and conveying your willingness to assist over the phone.
Interested? This role will be filled soon, so read on and if you qualify and have passion to excel – let us know!
Responsibilities:
- Take inbound calls from new and existing customers to answer questions and resolve issues.
- Make outbound calls as needed to ensure the technician’s schedules are full.
- Book appointments for the right tech at the right time for the customer and the company, overcoming objections as needed.
- Provide a great phone experience during customer interactions
- Resolve and de-escalate customer concerns
- Educate customers on the value of membership plans and assist them in signing up
- Achievement of monthly customer service key performance indicators.
Qualifications:
- Job location: Remote
- High school diploma or equivalent
- 2 years of customer service experience, call center experience preferred
- Strong communication skills, both written and verbal
- Demonstrated de-escalation, overcoming objections, and multitasking skills
- Ability to work well individually and in group settings
Additional:
- Weekly bonus payouts for hitting key performance goals
- Potential to be converted to full time based on performance
- Paid training
