Customer Service Rep

The Customer Service Representative will receive Inbound telephone calls, outbound follow-up on unconverted leads generated as a result of marketing opportunities and referrals. To create leads from potentially interested prospects and position them to set an appointment by phone. Will engage customers in conversation to qualify each call, determine need and provide information on company products and services. Attain Conversion goals of lead to call and positive action and other performance metrics. Must possess strong analytical, judgment and written communication skills to interpret questions and respond appropriately using verbal and on-line communication tools. Must have a great PHONE personality, able to overcome objections and have a goal-oriented mentality and must possess the ability to work in an automated tele-business environment.

Essential Functions
Physical presence in the office to accomplish these tasks, meet and work with others

• Provide recommendations and close sales for both new, existing and relocating customers by qualifying prospects, gathering information, determining needs and scheduling field appointments.
• Ensure customer satisfaction by determining needs and gathering information. Resolving issues when possible or referring that to the appropriate party for resolution.

Perform follow-up on web requests and other appointment opportunities.

By utilizing a consultative approach, assists prospective and current customers in selecting the most appropriate products and services to meet their needs.

• Navigating multiple programs simultaneously, entering data, placing orders, searching existing accounts, all while comfortably maintaining a friendly conversation
• Effectively responds to marketing inquiries from various media sources and correctly identifying i.e. radio, internet, phone, referral, newspaper, Direct Mail, ect…
• Participate in weekly team meetings.
• Engage customers in conversation using lead qualification skills to explore customer needs and concerns.
• Use knowledge and communication skills to easily read customer through written cues and position for a field appointment.
• Ensure customer satisfaction by providing a high level of service.
• To meet or exceed all Minimum Performance Standards as set forth and attain

Monthly Development Plan goals regularly

• Must follow attendance guidelines to meet our customers' needs

Perform duties as assigned
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, The employee is occasionally required to stand, walk, or sit for up to eight hours; use hands to manipulate or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear, The employee must occasionally lift or move office products and supplies, up to twenty pounds.
Experience Required

• Some customer service, call center, telemarketing, or residential appointment experience a plus
• Quick, accurate typing ability; comfortable maneuvering through windows and web-based applications and enjoys learning new technology.
• Excellent communication skills including, articulation, grammar and persuasion, customer service. and interpersonal skills required
• Can Multitask while maintaining a pleasant, friendly conversation.
• Positive, outgoing, results oriented, ambitious, team player.

Education Required

• High school diploma or equivalent
• I year(s) experience in a Call Center structure
• 2 years' experience using a PC with various software packages.