Customer Service Representative

Customer Service Representative

Job Description

POSITION REPORTS TO: Office Manager

OBJECTIVE: To ensure the front office runs at maximum efficiency.

RESPONSIBILITIES:

The

The Customer Service Representative has performed satisfactorily when:

TELEPHONE:

• Represents the company to enhance the ServiceMaster image in the customer's eyes.
• Responds to all phone calls courteously, identifies ServiceMaster Clean and your name, or “May I help you?”
• Incoming calls are answered within 3 rings.
• Answering machine messages are to be retrieved by 7:30 a.m. each day.
• Estimate requests converted to sales appointments.
• Voice tone expresses interest, sincerity, and friendliness. Demonstrate sincere concern and interest in each customer and in the service provided to each.
• Proper operation, procedures, and information gathering.
• Phone message forms filled in completely, delivered promptly.
• Company phones are to be used for company business only.
• Handle all customer telephone complaints/requests by clarifying the complaint/request, accepting ownership by initiating action, and following up to ensure complete customer satisfaction within 24 hours. Provide a tracking and reporting of all complaints, defining the complaint, responses, and elapsed time.
• Perform a 48-hour recall for all customers.

APPOINTMENTS:

• Sales appointments scheduled for the earliest possible date.
• All paperwork for (fire, water, residential, other) has been taken, confirmed, and filled in completely, including directions to the location of the customer.
• Schedules are updated on the chronicle, office board, and job bins daily before the end of the day.
• Work orders confirmed with the customer 24 hours in advance.
• Scheduling of production crews is done efficiently to improve job cost and profitability. Schedule jobs according to zone availability, crew requirements, and customer preference.

PROCESSING COMPLETED WORK:

• Service check completed daily.
• All copies were filed accurately in the appropriate file.
• Invoice copies are mailed to the customer on the day received by PM.
• Send all customers follow-up correspondence.
• Proper organization of the handling of area rugs.
• Ensure that all customer contact files are current in Goldmine.

GENERAL OFFICE SKILLS:

• Chronicle is updated and utilized proficiently and accurately.
• Typing and filing skills demonstrate quality, accuracy, and neatness.
• Understands ServiceMaster systems and procedures.
• Handle the needs of the company, transmitting all outgoing emails/faxes as required, plus monitoring incoming transmissions and distributing to the appropriate departments.
• Maintain office equipment records for all equipment, such as faxes, copiers, and computers, for regular service to ensure maximum efficiency of office equipment.
• Maintain the office supply function of the company to ensure that an acceptable working supply is available at all times.
• Efficient use of available office workday for maximum productivity.
• Understands and uses Chronicle, Microsoft Excel, Word, Goldmine, Xactanalysis, Alacrity, PowerPoint, and all other systems for maximum productivity.
• Tracking report of marketing lead, dollar per job, phone ratio on Goldmine.

PERSONAL QUALITIES:

• Responsible attitude toward work assignments.
• Friendly, courteous, professional attitude towards customers and co-workers.
• Demonstrates concern for excellence by consistency of performance.
• Can problem solve.
• Is constantly aware of opportunities for accolades, both verbal and in written form.
• Can learn something new every day.
• Can sacrifice for the customer and the company.
• Bring a positive attitude every day.
• Is a team leader and expresses new ideas and creative thoughts.
• Can handle stressful situations professionally.
• Always looks for and seeks new challenges.

STANDARDS OF PERFORMANCE:

• The Customer Service Representative has performed satisfactorily when:
• (S)He handles phone calls per the job description.
• (S)He is proficient with Chronicle and uses it to ones productivity of daily tasks.
• Bring a professional attitude to one's work.
• Is a go-getter in seeking new information that will enhance her learning advancement.
• It looked to someone loyal to customers, employees, and management.
• (S)He has screened phone calls to the company President.
• All filing is completed upon receipt of such items.
• A team effort is developed between the clerical and production staff.
• All production work customers have been called the day preceding service completion.
• Ongoing communication with management, office, and production staff.