What are the responsibilities and job description for the CSR - Customer Service Representative position at Russett Southwest Corporation?
The Call Center Representative will act as the primary point of contact for customers, providing exceptional service and support through inbound and outbound calls. The ideal candidate will possess excellent communication skills, a customer-centric attitude, and the ability to solve issues efficiently. This role is essential to ensuring customer satisfaction and maintaining the company’s reputation for quality service.
Key Responsibilities
- Handle inbound and outbound calls: Respond to customer inquiries, handle complaints, and provide appropriate solutions in a timely manner.
- Resolve customer issues: Identify and troubleshoot problems, guiding customers through the resolution process, and escalating complex issues to higher support levels if needed.
- Provide product and service information: Clearly explain the company’s offerings, policies, and procedures to customers.
- Document interactions: Accurately record all customer interactions and transactions in the company’s CRM system, including details of inquiries, complaints, and resolutions.
- Follow communication scripts: Use pre-determined templates and scripts for common customer queries while maintaining a personable and professional tone.
- Meet performance targets: Achieve key performance indicators (KPIs) such as customer satisfaction, first call resolution, and call handling time.
- Cross-sell and upsell: Where appropriate, offer additional products or services that may benefit the customer.
- Maintain confidentiality: Protect customer information and comply with company data protection policies and procedures.
Required Qualifications
- High School Diploma or equivalent
- 1-2 years of experience in customer service, preferably in a call center environment.
- Strong verbal and written communication skills.
- Proficiency in using computer systems, Service Titan, and phone systems.
- Ability to handle high call volumes while maintaining a positive and professional demeanor.
- Problem-solving skills with a customer-oriented approach.
- Ability to work flexible shifts, including evenings, weekends, and holidays if needed.
Preferred Qualifications
- Multilingual abilities
- Knowledge in HVAC solutions
Key Competencies
- Customer Focus: Genuinely enjoys interacting with customers and strives to exceed their expectations.
- Patience and Resilience: Remains calm and professional during challenging situations and conversations.
- Attention to Detail: Carefully documents interactions and follows company procedures.
- Time Management: Effectively manages time to handle a high volume of calls and tasks.
Job Type: Full-time
Pay: $18.00 - $19.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 2 years (Preferred)
Work Location: In person
Salary : $18 - $19