Customer Service Representative

Position: Home Comfort Customer Service Representative

Reports to: Regional Manager

Status: Full time, hourly non-exempt

Hourly Rate: $18 - $21 per hour depending on Experience

ESSENTIAL FUNCTIONS – include and are not limited to:

• Consistently render the best customer satisfaction to customers.

• Must productively multitask and efficiently navigate industry specific software.

• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.

• Consistently practice and participate in suggested selling and information gathering.

• Recommend other products and services to customers based on purchase or order history.

• Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of service or delivery related issues.

• Participates and provides expertise as a member of the customer service’s departmental team.

• Execute customer service team’s objectives to render the best customer satisfaction possible 100% of the time.

• Must be able to remain in a stationary position 90% of the time.

• Adhere to company policies and procedures 100% of the time.

RESPONSIBILITIES – include and are not limited to:

• Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers.

• Works with the organization’s personnel to resolve problems, facilitate solutions and enhance customer service offerings.

• Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.

• Responsible for notifying administration of any required updates of customer records on the organization’s internal database.

• Provides back-up support to other group members in the performance of job duties as required.

• Answers customer inquiries/communications as required.

• Attend and participate regularly in branch staff meetings. Maintains detailed call activity reports and provides them to upper management when required.

• Provides activity/statistical summary reports each week to the Branch Manager each day.

• Conducts follow up phone calls to survey respondents who have concerns or questions.

• Comply with company dress code 100% of the time.

• Maintain confidentiality 100% of the time in regards to customer and company information.

• Reports to work with minimal absenteeism or tardiness.

• Attend job related training and informational seminars as requested.

• Performs other job related activities and special projects as assigned.

QUALIFICATIONS AND SKILLS – include and are not limited to:

• Proficient in Microsoft Office Suite.

• 2 years progressive customer service or direct marketing experience preferred.

• Must work well under pressure, be able to juggle many projects simultaneously, and have excellent interpersonal and communication skills.

• Possess a high school/vocational school diploma or G.E.D. and related certification.