CSR Customer Service Specialist

Benson Systems Inc • Tempe, AZ

4d • Onsite

About The Position

We are seeking a detail-oriented and experienced CSR (Customer Service Representative) to join our team. We're looking for an organized and customer-focused CSR Specialist to join our team. In this key role, you'll handle incoming calls with professionalism, assist with sales inquiries, and schedule appointments for our sales team, contributing to our sales and customer service objectives. You'll play a crucial role in maintaining our high service quality, working across departments to improve customer satisfaction and impact our success positively. We offer a supportive environment for continuous learning and career growth.

Requirements

• Exceptional communication skills, with the ability to engage effectively with both customers and team members.
• A proactive approach to identifying and resolving issues, coupled with a genuine enthusiasm for problem-solving.
• A solid background in quality control or customer service, demonstrating a proven track record of efficient task management and collaborative teamwork.
• The ability to multitask effectively, managing a variety of responsibilities from call handling to data analysis, showcasing versatility and adaptability.
• Attention to detail and accuracy
• Problem-solving and critical-thinking skills
• Ability to manage multiple priorities
• Professionalism and confidentiality
• Strong communication skills (verbal and written)

Responsibilities

• Conduct thorough assessments of service delivery processes to guarantee adherence to our high-quality standards, through the analysis of customer feedback, service metrics, and performance reports.
• Collaborate intimately with service teams to introduce and refine feedback mechanisms and improvement strategies, leveraging customer insights and quality evaluations.
• Craft, enact, and uphold quality assurance policies and protocols that resonate with our company's goals and the benchmarks set by the industry.
• Spearhead initiatives aimed at the continuous enhancement of our service processes and customer satisfaction levels, by identifying improvement opportunities and deploying innovative quality improvement solutions.
• Answer incoming calls with professionalism, serving as the company's initial point of contact. Efficiently determine caller needs to direct calls to the correct department or individual swiftly.
• Address sales queries from existing customers by providing detailed product information, pricing, and purchase options.
• Organize appointments for the sales team with prospective clients or customers, manage calendars to ensure optimal time management.
• Keep an exhaustive log of all calls, documenting caller details, the inquiry's nature, and the call's resolution.
• Actively follow up on sales leads, working in tandem with the sales and marketing teams to ensure all potential sales avenues are explored and acted upon.
• Compile and deliver comprehensive reports on service quality control measures, findings, and results to the management and relevant parties.
• Ensure all emails are responded to on the same day.
• AM Notification Emails Responded to Within the Same Day
• Assist on Policy & Procedures: New/current CSR’s and Technicians.
• Assist with New Service Titan Software: Assist on new implementation and monitoring of all inbound & outbound calls.

Benefits

• Comprehensive health insurance for you and your family, including 100% company-paid employee-only medical, Dental & Vision coverage
• Robust 401(k)
• Pet insurance
• Company pays for required certifications and license renewals
• Generous Paid Time Off
• Competitive Compensation
• Career Growth Opportunities
• Company gatherings where families are welcome

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed