GMC Customer Service Rep

Daikin Comfort•Waller, TX

About The Position

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.

Requirements

Quality Customer Service via Telephone, Email, Chat, and Form Fill contact
Timely and effective response to service needs
Deep understanding of products/services, features, benefits, and competitive advantages
Provide information on products, rebates, financing, and marketing campaigns
Coordinate with dealers for consumer and product recommendations
Generate warm leads through inbound calls and completed forms
Forward leads to HVAC Dealers & Contractors
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 when necessary
Conduct follow-up calls or emails to nurture leads, answer questions, and ensure customer satisfaction
Meet or exceed assigned sales quotas and targets
Consult with Call Center Supervisor for information or support
Complete special call center projects
Identify and suggest process improvement opportunities
Perform other duties as assigned
Work positively with all levels of 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.