Customer Service Representative

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    "requisitionDescription": "\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <p>To deliver exceptional customer service reflective of company values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality.</p><p>To provide options for service appointments and meet performance metrics required by the company.&nbsp;</p><p>Be exceptional at instilling confidence in client and converting a high percentage of inbound call opportunities by overcoming and resolving client concerns over scheduling.</p><p>Meet or exceed your personal call goals in order to fulfill company budgets.</p><p>Specific Additional Company Tasks to own:</p><p>Dispatching the Test and Repair Specialists</p><p>Creating needed follow up chat communication with Field Supervisors</p><p><br></p><p>&nbsp;Success for the CSR Includes:</p><ul><li>Achieving&nbsp;the responsibilities outlined in the company plan by:</li></ul><ol><li>achieving budgeted call goals while converting&nbsp;85%&nbsp;of calls to booked appointments and having no more than&nbsp;8%&nbsp;cancellations.</li><li>making outbound calls as needed to fulfill personal and company call goals.</li><li>answer phones within&nbsp;3 rings&nbsp;always.</li><li>delivering&nbsp;5 Star client satisfaction.&nbsp;</li></ol><p>&nbsp;</p><p>CSR Duties:</p><ul><li>Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. &nbsp;Good communication&nbsp;with the client is&nbsp;essential!&nbsp; Make sure that taking care of the clients takes higher priority than&nbsp;any other&nbsp;task and that the clients are&nbsp;enthusiastic&nbsp;about how they are treated. &nbsp;Have a courteous and pleasant demeanor whether on a phone call or not. &nbsp; Know that courteousness affects other team members&rsquo;&nbsp;spirit.</li><li>Making sure that the phone is answered before the third ring and that the&nbsp;approved company greeting&nbsp;is used each time.</li><li>Follow Customer Care &ldquo;Call Script&rdquo; for quality and efficient responses to customers.</li><li>Perform administrative duties to assist with the overall efficiency of the operation.</li><li>Making&nbsp;absolutely sure&nbsp;that a client is notified ahead of time if the technician is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client&rsquo;s satisfaction.</li><li>Making sure that Club Membership clients are continually called. &nbsp; Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. &nbsp; &nbsp;Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.</li><li>Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.</li><li>Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.</li><li>Participate in all company sponsored training classes.</li><li>Maintain a courteous demeanor with customers and associates at all times.</li><li>Maintain a professional image at all times by wearing company approved apparel.</li><li>Abide by all standards of performance and ethics.</li><li>Follow all safety policies and procedures.</li><li>Perform other duties as assigned.</li><li>Obey company Code of Ethics and the Team Rules.</li></ul>\n    </div>\n  \n",
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