What are the responsibilities and job description for the Customer Service Representative position at Thornton and Grooms?
Customer Service Representative
Are you friendly, fast-paced, and passionate about creating a great customer experience? We're looking for a Customer Service Representative to deliver a delightful experience for every customer while booking jobs into our 3-day board. If you thrive on communication, problem-solving, and helping the team win, this role is for you.
Big Task
Provide every customer with a delightful experience while booking jobs into the 3-day board and supporting the team's scheduling success.
What You'll Do
KPIs
What You Bring
2-3 years of customer service or call center experience, strong communication and typing skills, Microsoft Office/Teams experience preferred, and a high school diploma or GED required.
Our Core Values
Love. Team. Professionalism. Today.
Mission Statement
To be ever building the professionalism, integrity, and honor of the trades.
Are you friendly, fast-paced, and passionate about creating a great customer experience? We're looking for a Customer Service Representative to deliver a delightful experience for every customer while booking jobs into our 3-day board. If you thrive on communication, problem-solving, and helping the team win, this role is for you.
Big Task
Provide every customer with a delightful experience while booking jobs into the 3-day board and supporting the team's scheduling success.
What You'll Do
- Handle inbound calls, outbound calls, chats, and online leads
- Book appointments efficiently using the 3-day board
- Deliver consistent service using the Six Steps of a Call
- Support Home Care Club members with scheduling and renewals
- Complete follow-up calls and administrative tasks as needed
KPIs
- Raw inbound call booking rate of 37%
- Average handle time between 3-4.5 minutes
- Quality score of 80%
- Minimum of 35 inbound touches per day
What You Bring
2-3 years of customer service or call center experience, strong communication and typing skills, Microsoft Office/Teams experience preferred, and a high school diploma or GED required.
Our Core Values
Love. Team. Professionalism. Today.
Mission Statement
To be ever building the professionalism, integrity, and honor of the trades.