What are the responsibilities and job description for the Customer Service Scheduler position at The Sliding Door Company?
Position Overview:
As a Customer Service/ Scheduler, you will have the opportunity to provide excellent customer service with first call resolution and product knowledge. This position requires the ability and desire to provide services by phone 100% of the time. Candidates should be comfortable problem-solving, with a very professional tone and caring demeanor, as well as ensuring top-notch customer satisfaction.
Main Job Tasks and Responsibilities:
Client Care:
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As a Customer Service/ Scheduler, you will have the opportunity to provide excellent customer service with first call resolution and product knowledge. This position requires the ability and desire to provide services by phone 100% of the time. Candidates should be comfortable problem-solving, with a very professional tone and caring demeanor, as well as ensuring top-notch customer satisfaction.
Main Job Tasks and Responsibilities:
Client Care:
- Professionally answer telephone incoming calls with a welcoming greeting and listen attentively to caller’s needs
- Accurately document client’s estimate/order number and the reason for calling in the CRM along with all relevant notes
- Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner
- Review installer reports and reconcile discrepancies daily as needed
- Accurately analyze and coordinate product-related solutions to meet customer’s project needs by conferring with supervisor to ensure any associated costs are properly charged
- Troubleshoot issues and provide solutions related to product and/or processes
- Prioritize inquiries based on level of urgency, identifying matters that require an immediate response
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution
- Proactively collaborate with other team members to identify and implement process improvement strategies and tactics
- Work well within a team, always seeking to find understanding and work through challenges
- Participate in quality assurance processes/programs/initiatives as requested
- Demonstrate effective and very professional handling of tough calls/ upset or difficult customers
- Review and troubleshoot sales orders
- Analyze quotes and measurements provided by Sales and Technicians for accuracy
- Deliver complete, informative and accurate estimates as requested by the Commercial and Residential sales teams
- Communicate with internal departments to clarify project scope and job details to ensure proper delivery of quoted project
- Master product specifications and applications, quoting, order processing, installation process and related field issues
- Contact clients to efficiently schedule installation appointments
- Schedule appointments for field installers to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate
- Follow up and interact with customers and installation teams
- Proficiently navigate a Windows-based & Web-based system to optimize current & future schedules
- High school diploma
- 3-5 years of customer support experience or experience as Client Service Representative
- Strong phone contact handling skills and active listening
- Customer Orientation and ability to adapt/respond to different types of characters
- Excellent written, verbal, interpersonal and communication skills
- Strong computer skills including MS Office applications (Outlook, Word, Excel and PowerPoint)
- Ability to multi-task, prioritize, and manage time effectively
- Strong work ethic and capacity to handle high work volume in a teamwork environment
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