CUSTOMER SERVICE REP

What we have to offer!

• • Competitive pay with potential opportunities for bonus and commission
  • Retirement is around the corner! Plan ahead with our 401K and generous Company Match
  • Rest easy knowing your family's health is important and we offer affordable Medical and Dental. We also offer Paid Vision benefits, and other voluntary programs including Short and Long-Term Disability, Life, ADD, Accident, and more!
  • Get your $ sooner with our weekly payroll
  • Give yourself a chance to recharge, recover and rest with PTO days...earn from Day One and the longer you stay, the more days you accumulate
  • Enjoy additional time off with 7 Paid Holidays
  • Become a master of your craft with continuous learning with opportunities for advancement and professional development
  • Build up your personal toolbox with our Tool Purchase Program
  • With a company who cares about YOU, come to work and enjoy what you do and with whom you work...
  • ....and much more!

Job Responsibilities:

The CSR Team lead will oversee assigned customer service personnel in the service department; manage the direction of all incoming calls to the company, maintain the highest level of efficient and profitable service/maintenance calls run daily, and continue to oversee the overall growth of our maintenance agreement customers.

• Train, Coaching, Manage, and Motivate the CSR
• Provide ongoing group and individual coaching
• Monitor Dialpad and proactively address any concerns or issues
• Review CSR calls, to train on proper handling of calls
• Create of CSR training manual to help with training of new CSR
• Handle incoming customer questions and/or complaints
• Manage the processes and policies outlined in the CSR Operations Manuals
• Manage the relationships and crossover between the Service Department and all other departments.
• Weekly meeting with Service Manager to review schedule and the service recommendations
• Weekly CSR and Dispatcher Reports
• Maintain Department Reports
• Review Department Reports
• Assist in updating customer service-related forms and information
• Make sure the schedule is maximized
• Back up for all CSR and Dispatch Team lead
• Rotation On Call
• Weekly check of overall office environment
• Weekly meetings with Residential Service Support Staff that include procedural and soft skills training as well as motivational elements
• Handle the receipt and resolution of all incoming customer complaints
• No overtime worked by hourly personnel within the department without approval from the Service Manager

Job Requirements:

• Must possess the company core values
• Regular and punctual attendance. Ability to work overtime if needed.
• Excellent customer service principles and practices.
• Skill in operating personal computer and programs such as database and word processing software.
• Skill in operating a multi-line phone system.
• Skill in verbal and written communication.
• Ability to handle a variety of tasks.
• Ability to perform accurate data entry.
• Team player
• Preferred two-year office experience working in a customer service role.

In Return We Offer:

• • Competitive pay with potential opportunities for bonus and commission
  • Retirement is around the corner! Plan ahead with our 401K and generous Company Match
  • Rest easy knowing your family's health is important and we offer affordable Medical and Dental. We also offer Paid Vision benefits, and other voluntary programs including Short and Long-Term Disability, Life, ADD, Accident, and more!
  • Get your $ sooner with our weekly payroll
  • Give yourself a chance to recharge, recover and rest with PTO days...earn from Day One and the longer you stay, the more days you accumulate
  • Enjoy additional time off with 7 Paid Holidays
  • Become a master of your craft with continuous learning with opportunities for advancement and professional development
  • Build up your personal toolbox with our Tool Purchase Program
  • With a company who cares about YOU, come to work and enjoy what you do and with whom you work...
  • ....and much more!

Crawford Services is an Equal Opportunity Employer