Are you an empathetic & optimistic customer service representative that treats every customer like a VIP?
Is “Enthusiasm” your middle name?
Would you enjoy working for a company with strong moral values that actually follows them? (honesty, integrity, fairness, and respect, and we always strive to make it easy for our customers to do business with us)
Hourly rate $15.00/hr + commission + OT often available, average total $33,000 to $40,000 per year; Sound appealing?
Day Shift – 4 days/week, 10 hour shifts (rotational days off and time of shifts) with staggered start times ranging from 6:00am to 10:30am (30 min. lunch), including some weekends.
Join us at Morris-Jenkins. Our company culture is unmatched (we know how to have fun!). See for yourself by viewing the Morris-Jenkins YouTube Channel . Help us help our customers feel comfortable in their own homes!
Morris-Jenkins is the market leader for residential HVAC service in Charlotte, NC. We are proud of our past and even more excited about our future. Morris-Jenkins Co. continues a 57 year trend of growth and stability.
JOB DESCRIPTION:
Primarily responsible for providing excellent customer service by utilizing knowledge of our company s products and programs. Customer Service Representatives are responsible for resolving a variety of customer inquiries such as booking service appointments, scheduling maintenances, updating financial information, also resolving customer concerns by determining the problem and ensuring resolution.
JOB RESPONSIBILITIES:
- Provide customer satisfaction through effective & timely one-call resolution for a variety of customer inquiries, building customer loyalty
- Execute various sales initiatives & educate customers on value/benefit, increasing revenue
- Utilize resource documentation for reference and the provided automated & training tools to deliver exceptional customer service
- Meet department productivity and quality standards
- Demonstrate positive & cooperative behavior with customers and coworkers
- Must partner with Dispatch, (Priority Advantage) Maintenance Agreements Department, Technicians and Installers to provide customers with service, as outlined in department policies and procedures, while meeting or exceeding customers expectations
- Must address customer issues and ensure effective, long-term problem resolution
- Provide timely & accurate information to incoming customer orders, order status, and product knowledge requests
- Respond to customer inquiries via telephone, e-mail and/or chat
- Process customer orders/changes according to established policies and procedures using tracking software
- Provide timely feedback to company regarding service failures or customer concerns
- Must be clocked in and ready to start receiving calls, as scheduled
- Complete training requirements to stay updated on existing/new systems & products, to develop skills, and to maintain alignment with company values and organizational requirements
- All other duties and responsibilities, as assigned by supervisor/manager
MINIMUM JOB REQUIREMENTS:
- 1 year of experience in customer service
- Excellent interpersonal & communication skills
- Exceptional time management skills with the ability to organize and manage multiple tasks at once
- Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
- Alignment & commitment to company values (honesty, integrity, fairness, and respect)
- Ability to work evenings, weekends, or varied shifts, as assigned, with reliable transportation and predictable, consistent attendance
PREFERRED JOB REQUIREMENTS:
- 1 year of experience in a call center environment
- Prior sales experience
- 3+ years of experience in customer service
Morris-Jenkins is proud to offer:
- Competitive pay ($15.00/hr + uncapped commission + OT available)
- Generous PTO (Paid Time Off) awarded
- 7 paid holidays annually – may be required to work and will receive additional compensation
- Medical, dental, vision, life, long & short term disability insurance
- 401k Retirement plan
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