What are the responsibilities and job description for the Customer Service Rep position at BUSA - BELFOR USA Group, Inc?
A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Qualified candidates will be genuinely excited to help customers. Candidate must be patient, empathetic, and passionately communicative and can put themselves in their customers' shoes and advocate for them when necessary. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints.
Responsibilities
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Develop and maintain current knowledge of BELFOR services, industry trends, and competitive information.
- Work as a team with local and national operations to promote customer satisfaction, sales growth, and the success of the entire BELFOR organization.
Requirements
- Manage large amounts of incoming calls
- Follow up on new leads and referrals resulting from field activity.
- Identify and assess customers' needs to achieve satisfaction
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Comprehensive understanding of customer service, principles and practices
- Work under time constraints to meet specific timelines
- Attend BELFOR sponsored operations and safety training courses as required
Qualifications
- Strong interpersonal and communication skills (written and verbal).
- Proven customer support or client service representative experience
- Strong phone contact skills and active listening
- Familiarity with CRM systems and practices
- Solid computer skills, including a proficiency at using Word, spreadsheets, internet, CRM programs, and smart phones.
- Maintaining a professional appearance and providing a positive company image to the public.
- Ability to multi-task and excel in a fast-paced, team-oriented environment.
- Possession and maintenance of a valid state driver's license and a safe driving record. Work requires significant local travel.
- Experience in restoration, insurance or construction
- Preferred High School Degree or GED required
Physical Demands
- Occasional lifting from 5-40 lbs, unassisted (from 10% to 15% of the time)
- Sitting for extended periods of time
- Manual dexterity needed for keyboarding and other repetitive tasks
- The ability to bend, crouch, or stand as necessary.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.
Additional Details : BELFOR and BELFOR Franchise Group (BFG) offer competitive pay and a wide range of benefit options including, but not limited to, 401(k) with match, medical, dental, vision, disability, life insurance, an Employee Assistance Program, paid holidays, and paid time off.