Customer Service Rep (CSR)

Best Care Home Services•Bartlett, TN

3d•Onsite

About The Position

This role focuses on achieving daily booked call goals, maintaining high call quality scores, and converting memberships to exceed departmental budgets. The Customer Service Representative will be responsible for answering inbound calls, scheduling jobs, addressing customer concerns with empathy and urgency, and performing outbound calls for routine maintenance.

Requirements

Develop a proven track record in customer service.
IT competent; good typist and proficient with phone systems.
Highly organized with exceptional follow-through abilities.
Strong verbal and written communications.
Ability to build trust and demonstrate empathy.
Personality that blends well with a fast-paced, goal-driven environment.
Competitive individual contributor who also loves to win as a team.
Highly motivated, flexible and great attitude on life.

Nice To Haves

Achieve daily booked call goal.
Achieve passing score on weekly call-quality scorecard.
Offer and convert memberships to exceed department membership budget.

Responsibilities

Create and achieve 100-day plan.
Exceed minimum attendance and on-time standards.
Answer the phone within 10 seconds.
Answer inbound calls to book jobs and fill a 3-day call board.
Reflectively listen to customer concerns, answer questions and communicate availability.
Input customer data into Service Titan accurately.
Correctly schedule jobs within ServiceTitan.
Display empathy and a sense of urgency.
Outbound call to schedule routine maintenance visits, tune ups and inspections.
Convert Comfort Guard Memberships.