Employer: Roof Maxx Of Coeur d’Alene
Position: Customer Service Representative
Salary: $19 – $23 an hour
Job Type: Full-time
Expected hours: 40 per week
Work location: Remote
FULL JOB DESCRIPTION
Takes direction from Administrative Manager. Responsible for converting inbound opportunities to sales appointments at the standards set forth by the company. Manage company calendar while focusing on appointment scheduling issues and works directly with sales. Responsible for meeting or exceeding organizational standards and deadlines for data collection and distribution. Is first line of communications for customers, field employees, and vendors. Responsible to resolve minor client concerns and ensure that calls are escalated appropriately per the standards of the organization. Fills gaps in administrative functions by assisting with filing, updating databases and fulfilling basic duties as directed by the Administrative Manager. Provide additional support to all departmental managers and oversee the team to ensure objectives are being met. Carries out duties while upholding company standards for customer service and company culture.
Duties and Responsibilities:
Ensure effective, efficient customer service:
- Always greet callers with enthusiasm and a service-oriented mindset.
- Always represent the company professionally and is committed to the 100% satisfaction from all customers and vendors.
- Ensure daily booked appointment goals are met/reviewed by following company procedures and proactively following up on all inbound lead inquiries via phone, email and phone system phone app.
- Ensure contact records are accurately created and updated in our database.
- Effectively manage conflict resolution with customers through clear communication, ensuring all concerns, questions, or problems expediently.
- Escalating service issues to the appropriate leader and ensuring larger issues are resolved.
- Complete tasks related but not limited to enhancing the client experience for all customers.
- Seek out assistance or training for any short comings in behaviors and abilities related to your appointment conversion success.
- Support and assist sales & operations:
- Responsible for converting inbound opportunities into sales appointments at the standards set forth by the company.
- Addresses appointment scheduling issues/changes and works directly with sales representatives to achieve service standards and company goals.
- Assist with pre-production needs to ensure that company projects, repairs, and services are arranged and scheduled from start to finish.
Administrative support:
- Perform administrative duties as needed, such as but not limited to filing, updating and maintaining databases, emailing/mailing clients, creating warranty paperwork, and customer photo reports.
- Assist the administrative manager with employee recruiting, hiring, and employee documents as needed.
- Ensure the company is achieving standards and benchmarks for accounts receivable, including accurate and timely invoices.
- Assist with keeping collections at or below goals for receivables aging.
- Support with timekeeping audits to ensure payroll is processed accurately and on time.
- Oversee the preparation of city licensing and permitting are handled in a timely manner (or as needed).
- Update databases to ensure client information is current and accurate.
- Provide support in administrative duties as needed.
- Support and assist with event planning as needed.
- Uphold company standards for company culture and performance:
- Always conduct yourself in conjunction with company vision, mission, and values.
- Attend required meetings on time and be positively engaged.
- Treat all company property with respect and care.
- Be an example of the values and principles laid out in the company vision.
Key Behaviors and Abilities
Effective Communicator – Listens to understand and effectively communicates in a way that ensures their message is received with confidence.
Strong Collaboration & Cross-Functional Skills – Proactively works in partnership with others to achieve a common goal or necessary objective. Builds rapport and cooperative relationships with others. Establishes and maintains strong relationships with employee associations and relevant stakeholders. Places high priority on team and organizational goals.
Conformity/Adaptability – Some positions need to follow very strict guidelines without deviation. A person in this role would need to be cooperative and agreeable. Have a need to work within the rules. Be comfortable with authority. If it is important that the individual comply with direction and follow specific guidelines without deviating, then rate this as high.
Fast Learner – Can learn new skills with relative ease. Will they need to rapidly learn a lot of new complex information to do their job? If so, this would be of high importance.
Effective Communicator – Listens to understand and effectively communicates in a way that ensures their message is received with confidence and warmth.
Customer Service Oriented – Makes customers and their needs a primary focus. Takes appropriate immediate action to meet customer needs and concerns and continually assesses feedback from customers to make improvements.
Attention to Detail – Does not let important details slip through the cracks or derail a project.
Organizational Skills – Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities.
Problem Solver – Identifies problems and uses logic, judgment, and data to evaluate alternatives and recommend solutions to achieve the desired organizational goal or outcome.
Outgoing – Thrives on social environments and events. Comfortable starting conversations with strangers.
Honesty/Integrity – Does not cut corners ethically. Earns trust and maintains confidences. Does what is right whether they are being supervised or not.
Qualifications
- Enjoy working independently as well as in a group
- You thrive in a progressive fast paced environment
- Minimum 2-year customer service experience (residential home service experience is a plus)
- Lead scheduling experience preferred
- Proficient with CRM software, G-Suite, Office 365
- Virtual phone system operation experience preferred
- Job costing/Quickbooks experience not required but preferred
- Professional, well spoken, with pleasant speaking voice and delivery.
- High School or equivalent (College Degree preferred)
- Must be self-starter who can be depended on to complete tasks in an office or remote environment
Application Process
If you’re interested in this role, check out more information on the Official website and apply now!