Customer Care Agent

A1 Garage Door Service

4d•$22 - $22•Remote

About The Position

As an A1 Customer Care Agent, you will act as a liaison, provide product/services information, answer questions, schedule service appointments, and work collaboratively to resolve and de-escalate emerging problems that our customers might face with accuracy and efficiency. Must be organized, efficient, persuasive and have practical problem-solving skills. You will be interacting with our customers daily and having patient and respectful behavior is a must as you are representing A1 Garage Door Services. This position is remote, however you MUST be based in a state where we are operating. (Eligible states are: AL, AZ, CO, DE, FL, GA, ID, IL, IN, IA, KS, ME, MD, MI, MN, MO, NV, NM, NY, NC, OH, OK, OR, PA, SC, TN, UT, WA, WV, WI). Shifts vary between 5am to 6:30pm AZ time, 5 days/.wk. (Off Sundays). Training schedule is 8:30am-5:00pm AZ time for the first three weeks.

Requirements

Be nice!
Must be able to train and work in a remote environment
Availability to work flexible hours between 5:00am and 6:30pm MST, including weekends
Proven sales and customer support experience or experience as a Client Service Representative
Strong phone contact handling skills and active listening
Strong knowledge of computer systems and software, Service Titan CRM a huge plus!
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize, and manage time effectively
Must be able to type 40 wpm or more
Strong written and verbal communication skills
Ability to pass a pre-employment drug test (not including THC) and criminal background check
Strong reading comprehension as well as basic math skills are required
Employment requires current eligibility to legally work in the United States

Nice To Haves

You are a master of ownership. You see a problem; you solve the problem!
You like to help people, and your job description is just a guideline
You have worked in a call center environment handling high volume of calls
You move fast, you’re always busy and no task is too small or too big
You are self-motivated, and customer focused

Responsibilities

Manage large amounts of incoming phone calls and internal transfers from other departments
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customers through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Schedule service appointments as needed
Address inquiries about repairs and maintenance
Review and manage billing and invoice inquiries
Handle customer complaints, provide appropriate solutions and alternatives within established time limits; follow up to ensure resolution
Keep accurate records of customer interactions and account related information
Ensure a positive customer experience throughout every interaction
Uphold all company policies and procedures