CSR - Customer Service Representative

Job Summary
This is a highly focused position to ensure that we understand and satisfy our customer’s needs. This position is the first point of contact for customers who have problems or concerns about our products or service. The ultimate goal is to give excellent customer service by providing a friendly, professional experience to all customers.

Service Titan Software experience is a plus!

Essential Duties and Responsibilities: (Includes, but not limited to)

· Convert incoming customer calls into booked service calls and forward to available Dispatchers (DSR)

· Handle service calls from customers in a professional manner using company prepared scripting, deliver call scripts with an authentic cadence; be clear, compelling and personable.

· Be professional and establish customer rapport, encouraging repeat business.

· Utilize customer service training to establish rapport and assist customers in choosing service and products, resolving issues and promoting the brand.

· Follow company training to ensure prompt and accurate entering of incoming orders.

· Make outbound calls for multiple sales/scheduling campaigns to solicit sale of new or additional services

· Adhere to the company’s plan for resolving customer complaints quickly and favorably.

· Participate in training to boost booked calls and practice outbound calling.

· Maintain and update customer database with complete and accurate information.are seeking a dedicated and enthusiastic Customer Service Representative to join our team. In this role, you will be the first point of contact for our customers, providing exceptional service and support. You will handle inquiries, resolve issues, and ensure a positive experience for all clients. The ideal candidate will possess strong communication skills and a passion for helping others.

Responsibilities

• Provide outstanding customer service by addressing inquiries and resolving issues in a timely manner.
• Assist customers with product information, order status, and account management.
• Handle cash transactions accurately and efficiently.
• Perform data entry tasks to maintain accurate customer records in our computerized system.
• Conduct outbound calls to follow up on customer inquiries or feedback.
• Collaborate with team members to enhance client services and improve overall customer satisfaction.
• Maintain a professional demeanor while communicating with customers via phone, email, or chat.

Skills

• Strong customer service and support skills with a focus on client satisfaction.
• Excellent verbal and written communication abilities.
• Bilingual proficiency is a plus, enhancing communication with diverse clientele.
• Experience with cash handling procedures is preferred.
• Proficient in data entry and comfortable using computerized systems for record keeping.
• Ability to perform outbound calling effectively to engage with customers.
• Strong problem-solving skills and the ability to remain calm under pressure.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This individual must be willing to pursue and actually participate in continuing education. This individual must be willing to pursue and actually participate in continuing education

· Education and/or Experience: High School Diploma

· Language Skills: Must be able to read and write English well enough to read and prepare invoices, time sheets, and proposals

· Mathematical Skills: Candidate must be able to successfully complete mathematical aptitude evaluation during interview process

· Reasoning Ability: must be capable of applying sound judgment to all decisions

· Certifications, licenses, Etc.: None

· Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position regularly requires sitting for prolonged periods of time. Candidate must hear and speak well enough to conduct business over the telephone for long periods of time.

· Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position will require working indoors. The noise level in the work environment is usually moderate. The typical workweek is eight (8) to ten (10) hour workdays five (5) days per week as well as early and/or late weekday meetings with staff personnel as needed.

· This position deals with aggressive personalities in a highly competitive industry and can be stressful

Compensation: Hourly

Performance Review: Key Performance Indicators as well as semi-annual reviews of such criteria as work knowledge, quality of work, initiative, dependability, etc.

Key Performance Indicators: The following criteria can be used to indicate job performance:

· Incoming calls taken

· Calls converted to Booked calls

· Booked call cancellation rate

· Call Quality Evaluation

· SPP Sales

Vision: Proper execution of this job’s duties will result in the retention of our current customers as well as acquire new customers and retain them. This directly contributes to increased volume of sales, higher profit margins and higher levels of customer satisfaction.

Mission: Proper customer service will set the tone for a great experience for customers, allowing us to do what we promise to do every time.

Goals Daily Monthly us in delivering exceptional service and making a difference in our customers' experiences!

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Solon, OH 44139 (Preferred)

Ability to Relocate:

• Solon, OH 44139: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $20