What are the responsibilities and job description for the Call Center Representative position at Elite Rooter?
Company Overview:
Elite Rooter is a leading home services plumbing company dedicated to providing exceptional customer service and quality solutions to homeowners. We pride ourselves on our commitment to exceeding customer expectations and ensuring complete satisfaction. As we continue to grow and expand our operations, we are seeking a dedicated and enthusiastic Customer Service Representative to join our team.
Job Summary: The Customer Service Representative will serve as the primary point of contact for our customers, delivering outstanding service and support across various communication channels. This role will involve assisting customers with inquiries, scheduling service appointments, resolving issues, and maintaining positive relationships to enhance the overall customer experience.
Responsibilities:
1. Customer Interaction:
• Respond promptly and professionally to customer inquiries via phone, email and online.
• Listen actively to customers' concerns, questions, and feedback, demonstrating empathy and understanding.
• Provide accurate and detailed information about our services, pricing, scheduling, and policies to assist customers effectively.
2. Appointment Scheduling:
• Maintain our scheduling software/systems to ensure accurate and up-to-date appointment records and book appointments
• Communicate appointment details, including date, time, and technician information, to customers in a clear and timely manner.
3. Issue Resolution:
• Identify and troubleshoot customer issues, concerns, and complaints, working to resolve them promptly and satisfactorily.
• Collaborate with internal teams, including technicians and managers, to address complex or escalated customer issues effectively.
• Follow up with customers to ensure that issues are resolved to their satisfaction and maintain records of customer interactions and resolutions.
4. Customer Relationship Management:
• Build and maintain positive relationships with customers by providing personalized attention and exceptional service.
• Proactively reach out to customers to ensure satisfaction, gather feedback, and identify opportunities for improvement.
• Anticipate customer needs and offer additional services or products that may benefit them based on their preferences and past interactions.
Qualifications:
• Previous experience in customer service or a related field, preferably in the home services industry.
• Excellent communication skills, both verbal and written, with a professional and courteous demeanor.
• Strong problem-solving and decision-making abilities, with a focus on delivering effective solutions to customer issues.
• Proficiency in computer applications, including Microsoft Office suite and online applications
• Ability to multitask, prioritize workload, and work efficiently in a fast-paced environment.
• Strong attention to detail and accuracy in data entry and record-keeping.
Salary : $20 - $24