What are the responsibilities and job description for the Call Center Agent position at Southern Siding Company?
Southern Exteriors is a leading new home and remodeling company specializing in turnkey exterior services. From siding installation, custom millworks, to residential roofing, we successfully manage thousands of projects throughout Alabama, Georgia, Florida, South Carolina, and Tennessee each year.
Position Summary
We are seeking a highly motivated and customer-oriented Call Center Agent to join our team. The Call Center Agent will be responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive experience in every interaction. The ideal candidate will possess excellent communication skills, a strong problem-solving mindset, and the ability to handle a high volume of calls in a fast-paced environment.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Answer inbound calls from customers regarding inquiries, service requests, or complaints.
- Provide accurate information about products, services, policies, and procedures.
- Troubleshoot and resolve customer issues in a timely and efficient manner.
- Maintain a high level of professionalism and courtesy while interacting with customers.
- Document customer interactions and transactions accurately in the system.
- Follow up on pending issues to ensure they are resolved promptly.
- Collaborate with other team members and departments to address customer concerns.
- Meet or exceed performance metrics including call handling time, customer satisfaction, and first-call resolution.
- Continuously strive to improve product knowledge and customer service skills.
- Handle escalated customer complaints and resolve issues to customer satisfaction.
- Adhere to company policies and procedures while maintaining compliance with industry standards.
- Provide feedback to management on recurring issues or potential improvements.
- Other duties as assigned by manager.
Minimum Qualifications
- High school diploma or GED.
- Previous experience in a customer service or call center environment (preferred).
- Strong verbal and written communication skills.
- Ability to remain calm and professional in high-pressure situations.
- Excellent problem-solving abilities and attention to detail.
- Strong organizational skills and ability to multi-task effectively.
- Proficient in using computers and customer service software.
- Ability to work independently and as part of a team.
All eligible, full-time employees are offered a comprehensive benefits package including medical (including no cost medical plan options for employee only coverage), dental, vision, HSA with company contribution, 401(k) retirement plan with company match, paid time off, and more.
Equal Opportunity Employer
