Customer Sales Representative
About The Position
POSITION SUMMARY: The Customer Service Representative (CSR) is the primary person who answers the phone to discuss our services, prices and availability. Every effort to assist new customers in understanding how we work is expected during each conversation. Once a complete understanding has developed and estimated package/pricing is given, each customer is to be scheduled with a brief description of the type of work, the correct Craftsman, and an exact date and time when work is to be performed. Assisting with training and new hiring of CSRs. Properly handling customer complaints and elevating to Dispatch Manager as needed. The CSR will also help relay information between Craftsmen and convey important information to Field Supervisor and/or Office Manager as needed. This information is passed along to the Craftsman in the field the night prior. Every effort to assist the Craftsman during this process is to be made from the office. PRINCIPAL ACTIVITIES: Assist with Training and Onboarding new CSRs. Working with Field Supervisor and Office Manager on schedule optimization. Reviewing draft estimates, draft and balance due invoices. Answering the phone, entering lead in CRM, educating customer on AHS and following call blueprint. Schedule job on appropriate craftsman based on skill set and location. Inputting detailed notes on job description. Respond to customer complaints and problems. Prepare daily work and run schedule efficiently. Call customers for job reviews. Call 11-month call warranty. Making follow up calls on open/ un-booked estimates Review calls and rate in Service Titan Dashboard and Call Scorecard. General Admin tasks, supply updated, filing, office maintenance. Assist and execute new initiatives. Maintain a closing ratio of minimum 65%. Send thank you notes. Complete understanding of the AHS Service Path. Attend special events as scheduled for marketing Handling customer complaints. Assist with the training of new team members
Requirements
- 3+ years’ experience in customer service skills.
- 2 + years’ previous dispatching experience.
- Ability to solve complex problems.
- Excellent written and verbal communication and interpersonal skills.
- Ability to handle stressful situations and work in a fast-paced environment.
- Microsoft suite (Outlook, Word, Excel) experience.
- Minimum of 50 WPM and ten-key a plus.
- Multi-tasking, time management and prioritization skills a must.
- Critical thinking skills.
- Indirectly assisting Craftsmen
Responsibilities
- Assist with Training and Onboarding new CSRs.
- Working with Field Supervisor and Office Manager on schedule optimization.
- Reviewing draft estimates, draft and balance due invoices.
- Answering the phone, entering lead in CRM, educating customer on AHS and following call blueprint.
- Schedule job on appropriate craftsman based on skill set and location.
- Inputting detailed notes on job description.
- Respond to customer complaints and problems.
- Prepare daily work and run schedule efficiently.
- Call customers for job reviews.
- Call 11-month call warranty.
- Making follow up calls on open/ un-booked estimates
- Review calls and rate in Service Titan Dashboard and Call Scorecard.
- General Admin tasks, supply updated, filing, office maintenance.
- Assist and execute new initiatives.
- Maintain a closing ratio of minimum 65%.
- Send thank you notes.
- Complete understanding of the AHS Service Path.
- Attend special events as scheduled for marketing
- Handling customer complaints.
- Assist with the training of new team members
Benefits
- Incentive/Commission/Bonus opportunities (Based on role / grade level)
- 401(k) retirement savings plan with matching company contributions, eligible on your first day!
- Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
- Warehouse Merchandise Discount!
- Paid time off & paid holidays (depending on role and month of hire)
- Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others).
- Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
