Job Description
Description:
As a Customer Service Representative in a high call volume environment, you will play a vital role in providing exceptional service to both internal teams and external customers, including homeowners, building owners, home builders, and sales personnel. This position requires strong communication skills, professionalism, and the ability to accurately interpret customer needs to ensure the service department can resolve issues promptly and effectively.
You will be expected to handle incoming calls with a customer-focused mindset while maintaining a high level of attention to detail and accuracy. The ability to work in a fast-paced, team-oriented environment is essential.
• Answer Inbound Calls: Handle a high volume of incoming calls, providing courteous and professional service to homeowners, corporate customers (including building owners and home builders), and internal team members like sales personnel.
• Problem Resolution: Listen attentively to customer issues, thoroughly understand their needs, and ensure that all information is accurately relayed to the service department for resolution.
• Maintain Accuracy: Document customer requests and issues with high attention to detail, ensuring all information is clear and concise for the service department to act on.
• Internal Communication: Communicate effectively with sales teams, service staff, and other internal departments to facilitate smooth service delivery and problem resolution.
• Professionalism: Maintain professionalism in all interactions, even in high-stress or difficult situations. Respond to inquiries and issues promptly and courteously.
• Knowledge of Services: Develop a thorough understanding of the company’s services to accurately inform and guide customers.
• Follow-Up: Ensure that customers are informed about the status of their service requests and follow up when necessary to ensure satisfaction.
• Collaboration: Work closely with the service department to provide a seamless customer experience.
• Handle Escalations: If needed, escalate unresolved or complex issues to appropriate managers or departments, ensuring customers’ needs are fully addressed.
Requirements:• Experience: Previous customer service experience, particularly in high call volume or service-related industries, is preferred.
• Communication: Strong verbal communication skills and the ability to listen attentively and respond professionally to both customers and internal teams.
• Detail-Oriented: Ability to accurately capture and relay customer information, ensuring thoroughness and precision in all service requests.
• Time Management: Strong multitasking skills with the ability to prioritize tasks effectively in a fast-paced environment.
• Problem-Solving: Ability to think critically and solve problems quickly, ensuring customer satisfaction.
• Professional Demeanor: Maintain composure and professionalism, even during high-stress situations or with difficult customers.
• Teamwork: Ability to work collaboratively with internal teams and departments to resolve customer issues efficiently.
• Proficient in Microsoft Office and data entry software.
• Ability to sit or stand at a desk for extended periods.
• Use of a telephone and computer for extended periods of time.
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