What are the responsibilities and job description for the Customer Service Representative position at PBS Facility Service?
About the job:
PBS Facility Service is seeking a proactive and organized Customer Service Representative (CSR) to serve as the primary point of contact for all incoming leads. This role is responsible for managing customer interactions from initial inquiry to contract completion, ensuring client satisfaction and efficient service delivery. The CSR will work within our CRM system, Zoho One, to manage leads, proposals, contracts, and customer data, while also identifying opportunities to enhance customer relationships and support company growth.
What you will do:
Lead and Client Management:
Serve as the main contact for all incoming leads, accurately documenting and managing information in the CRM system.
Develop strong client relationships through regular follow-ups and check-ins, ensuring a high level of customer satisfaction.
Proposal and Contract Administration:
Create and manage proposals, oversee the approval process, and convert approved proposals into contracts. Ensure contracts are sent for e-signature and track completion in Zoho One.
Maintain accurate and up-to-date customer information within the CRM, conducting periodic audits to ensure data integrity.
Customer Support and Service Coordination:
Provide timely support to clients, addressing inquiries and resolving service-related issues.
Work closely with other departments, such as sales, operations, and finance, to coordinate support for client requests and maintain smooth service delivery.
Sales Support:
Assist the sales team by preparing proposals, presentations, and other materials to support their efforts.
Upselling and Customer Education:
Identify opportunities to introduce clients to additional services that meet their needs, supporting the growth of service utilization.
Educate customers on company policies, processes, and service offerings, ensuring they are well-informed and confident in their service choices.
Data Reporting and Process Improvement:
Generate reports on lead conversion, client satisfaction, and contract status for management review.
Contribute to process documentation and suggest improvements to streamline workflows, especially within the CRM system.
What it takes to be successful:
Salary : $55,000 - $60,000
