Respond to incoming client calls with courtesy, offering appointment windows and requested lead times.
Engage in outbound calling to secure the appropriate amount of scheduled calls and Club Memberships required for a successful service operation.
This position ensures that the first interaction with the client exceeds expectations in terms of service and quality. Responsible for delivering exceptional client service, providing options for service appointments and meeting performance metrics required by the company.
Follow Client Care Call Script for quality and efficient responses to clients.
Maintain required daily call counts to meet daily, weekly and monthly quotas.
Maintain a thorough knowledge of Infinity Texas Air's products and services.
Maintain complete, accurate and updated information in the client database.
Promptly report any service issues to the appropriate leader to ensure client satisfaction is maintained.
Provide assistance to other members of the Client Care team to achieve department and company goals.
Effectively manage conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
Ability to perform multiple tasks in fast-paced environment, while maintaining attention to detail and follow through.
Geographical knowledge of service area and/or map reading skills.
Perform administrative duties to assist with the overall efficiency of the operation.
Work with Dispatch to schedule service calls and debrief technicians with accurate client information.
Participate in all company sponsored training classes, safety policies and procedures, and other duties as assigned.
Ensure Club Memberships are renewed and preventative maintenance appointments are scheduled for technicians.
Knowledge, Skills and Abilities:
Prior call center experience is preferred.
Basic computer skills including Word, Excel, and any other software used by the company.
Exceptional interpersonal and communication skills both written and verbal, with ability to function in a team environment.
Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment. Spends majority of work day on telephone interacting with clients.
Ability to lift 5-10 pounds, good visual acuity and sufficient auditory function to operate computer-aided call management software and communications equipment, ability to work extended hours, nights or weekends.