What are the responsibilities and job description for the Customer Service Representative position at Thompson & Thompson Service Group?
Overview
Thompson & Thompson Service Group is looking for Remote Customer Service Representatives!
About the position:
As a customer service representative, you will be responsible for quickly answering inbound calls from existing and potentially new customers. You will use your experience and training to ensure that these customers are set up with appointments with the right technician at the right time for the customer and the business through high quality interactions. You will use your empathy skills to show our customers how important their issue is to our team and resolve their concerns. You will also be responsible for educating customers on what to expect from our services and offerings such as membership plans.
In addition to inbound calls, you will also be responsible for making outbound calls to existing customers. These interactions will ensure our customers are well informed of opportunities going on within the company such as: upcoming appointments and deals, as well as setting up new appointments for customers with membership plans, etc.
Our team will train you on business knowledge, processes, and suggested verbiage to ensure you are successful. You’ll be responsible for customer service metrics such as quality interactions, booking appointments, and setting up new membership plans. Your team leader will provide coaching and training to ensure you have all the tools you need to be a top-notch teammate!
What will your job look like?
- Take inbound calls from new and existing customers to answer questions and resolve issues.
- Make outbound calls as needed to ensure the technician’s schedules are full.
- Book appointments for the customer and the company, overcoming objections as needed.
- Provide a great phone experience during customer interactions
- Resolve and de-escalate customer concerns
- Educate customers on the value of membership plans and assist them in signing up
- Achievement of monthly customer service key performance indicators.
What do you need?
- 2 years of customer service experience, call center experience preferred
- Strong communication skills, both written and verbal
- Demonstrated de-escalation, overcoming objections, and multitasking skills
- Ability to work well individually and in group settings
- Thompson & Thompson Service Group may conduct a preemployment background check and drug test, subject to applicable law.
What we OFFER you!
- Weekly pay, PLUS weekly bonus payouts for hitting key performance goals
- Equipment provided (if you do not have it), including a laptop, monitor and a headset
- Paid training
- Robust benefits package – health, dental, vision insurance, 401k match, IRA, and more (IF full-time)
- Paid Holidays PTO accrual from day one!
- Parental Leave
- Career growth opportunities
Responsibilities
What you will do:
- Call customers from prior day for quality check
- Call maintenance customers and schedule visits
- Call on customer list to offer promotions
- Follow up on reviews positive and negative
- General inbound customer service
What you bring:
- Previous customer service experience
- Strong attention to details
- Conscientious, team player
- Honesty integrity, quality craftsmanship and a good attitude
- Clear background check and drug screen
Qualifications
Who WE Are:
We are a family-owned and operated company, with a small business feel, but large business size, growth, and stability. We have hard-working teams that are dedicated to the company's continued success and are rewarded well for their contributions.
We prioritize our employees and welcome you to the family through on-going training, and unmatched rewards, like full benefits, and a 401k match. With no salary cap, your effort determines your paycheck!
If this sounds like something you would like to join for a long-term career move, apply today!
