GMC Customer Service Rep

AirReps

About The Position

This role focuses on providing high-quality customer service through various channels including telephone, email, chat, and form submissions. The representative will assist homeowners, distributors, dealers, and other customers by addressing their service needs effectively and promptly. A key aspect of the role involves developing a thorough understanding of the company's products, their features, benefits, and competitive advantages. The representative will also provide consumers with information on products, rebates, financing, and marketing campaigns. Additionally, they will coordinate with dealers for smooth customer handoffs and product recommendations, and generate leads from inbound calls and completed forms to forward to HVAC Dealers & Contractors. Performance will be measured against defined KPIs and SLAs. The role also includes data entry, document review, tracking customer and sales records, and consulting with internal technical experts to answer consumer questions. Follow-up calls and emails are expected for lead nurturing and ensuring customer satisfaction. Meeting sales quotas and targets is crucial for contributing to company revenue goals. The representative will report to the Call Center Supervisor for additional support and will undertake special call center projects as assigned. Identifying process improvement opportunities and performing other duties as assigned are also part of the role. Collaboration with management and peers is essential to ensure effective teamwork and the highest level of service delivery. Adherence to work instructions, operating procedures, and company policies is required.

Requirements

Quality Customer Service via Telephone, Email, Chat, and Form Fill contact
Respond to service needs timely and effectively
Deep understanding of products/services, features, benefits, and competitive advantages
Provide information on products, rebates, financing, and marketing campaigns
Coordinate with dealers for effective handoff
Generate leads through inbound calls and completed forms
Meet or exceed sales and call center performance levels (KPIs and SLAs)
Perform data entry, document reviews, tracking, and maintain customer/sales records
Consult with internal technical experts
Conduct follow-up calls/emails
Meet or exceed assigned sales quotas and targets
Consult with Call Center Supervisor
Complete special call center projects
Identify and suggest process improvement opportunities
Work positively with management and peers
Understand and follow work instructions, operating procedures, and company policies

Responsibilities

Provide quality Customer Service via Telephone, Email, Chat, and Form Fill contact for homeowners, distributors, dealers, internal and external customers by timely and effectively responding to their service needs.
Develop a deep understanding of the products or services being offered, including their features, benefits, and competitive advantages.
Provide information to the consumers regarding our products, rebates and financing and other targeted marketing campaigns.
Coordinate with the dealer for an effective handoff of the consumer and product recommendations determined through the sales process / interactions with the homeowner.
Generate “warm” leads through inbound calls and completed forms and forward leads to our HVAC Dealers & Contractors
Meet or sales and call center performance levels defined in KPI’s and SLA’s
Perform data entry, document reviews, tracking and maintain customer and sales records.
Consult with internal technical experts, when necessary to answer consumer questions on applicable products.
Conduct follow-up calls or emails to nurture leads, answer questions, and ensure customer satisfaction.
Meet or exceed assigned sales quotas and targets to contribute to the company’s revenue goals.
Consult with the Call Center Supervisor if additional information or support is needed.
Complete special call center projects as assigned.
Identify and suggest process improvement opportunities.
Perform other duties as assigned.
Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.
Understand and follow work instructions, operating procedures, and company policies.
Perform additional projects as assigned