Join a stable company located in Greenvile SC. Excellent team environment and a welll known home service provider. This role is critical and is a high visibility position.
Our CSR handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution.
Responsibilites:
- Answering incoming phone calls from customers and other office duties as assigned
- Maintaining good customer relations and ensuring that all calls meet standards
- Handling and resolving a variety of customer concerns, complaints, and questions by phone, email, and in-person (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)
- Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
- Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
- Maintaining customer records by updating account information
- Working with Dispatch to improve accuracy in scheduling and speed of response
- Communicating with customers on the status of service calls
- Assisting with dispatching as needed
- Performing outbound calls to schedule preventative maintenances and tune-ups
- Ensuring that customers are contacted in a timely manner to schedule preventative maintenance
- Working with General Manager/Operations Manager to ensure that capacity demands are met
- Continually maintain working knowledge of all company products, services, and promotions
The ideal candidate must have a high school diploma or equivalent (post-secondary education preferred), reliable transportation, previous customer service experience, excellent interpersonal skills, exceptional verbal communication, and strong computer software skills. Team work is a priority and the Customer Service Specialist must be willing to work with and assist co-workers as needed, in addition to working occasional overtime and weekend hours as require
Keywords: dispatch, customer service, coordinator,
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