Customer Service Representative

Position Overview:

As a Customer Service Professional, you will have the opportunity to provide excellent customer service with first call resolution and product knowledge. This position requires the ability and desire to provide service by phone 100% of the time. Candidates should be comfortable problem-solving, with a very professional tone and caring demeanor, as well as ensuring top-notch customer satisfaction.

Main Job Tasks and Responsibilities:

Client Care:

• Professionally answer telephone incoming calls with a welcoming greeting and listen attentively to caller’s needs

• Accurately document client’s estimate/order number and the reason for calling in the CRM along with all relevant notes

• Ensure customer inquiries regarding product, and logistics-related issues are handled in a timely and efficient manner

• Review installer reports and reconcile discrepancies daily as needed

• Accurately analyze and coordinate product-related solutions to meet customer’s project needs by conferring with supervisor to ensure any associated costs are properly charged

• Troubleshoot issues and provide solutions related to product and/or processes

• Prioritize inquiries based on level of urgency, identifying matters that require an immediate response

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Proactively collaborate with other team members to identify and implement process improvement strategies and tactics

• Work well within a team, always seeking to find understanding and work through challenges

• Participate in quality assurance processes/programs/initiatives as requested

• Demonstrate effective and very professional handling of tough calls/ upset or difficult customers

• Review and troubleshoot sales orders

• Analyze quotes and measurements provided by Sales and Technicians for accuracy

• Deliver complete, informative and accurate estimates as requested by the Commercial and Residential sales teams

• Communicate with internal departments to clarify project scope and job details to ensure proper delivery of quoted project

• Master product specifications and applications, quoting, order processing, installation process and related field issues

Scheduling:

• Contact clients to efficiently schedule installation appointments

• Schedule appointments for field installers to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate

• Follow up and interact with customers and installation teams

• Proficiently navigate a Windows-based & Web-based system to optimize current & future schedules

Qualifications:

• High school diploma

• 4-5 years of customer support experience or experience as Client Service Representative

• Strong phone contact handling skills and active listening

• Customer Orientation and ability to adapt/respond to different types of characters

• Excellent written, verbal, interpersonal and communication skills

• Strong computer skills including MS Office applications (Outlook, Word, Excel and PowerPoint)

• Ability to multi-task, prioritize, and manage time effectively

• Strong work ethic and capacity to handle high work volume in a teamwork environment

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