Customer Service Representative

Pestban•Augusta, GA

1d•Onsite

About The Position

Our Service Representatives are responsible for providing exceptional service to our customers over the phone. They manage a large volume of customer communications through incoming calls, emails, and online channels, handling approximately 75-100 inbound phone calls daily. Representatives use a software system to research, route, and process calls, respond to inquiries, answer questions, and schedule service appointments. They are tasked with resolving service problems by clarifying complaints, determining causes, explaining solutions, and expediting corrections for satisfactory resolution. All call results, notes, and actions taken must be recorded. The role also involves selling startup services, explaining service programs to current and potential customers, and renewing existing accounts. Customer accounts are maintained by checking and recording information in software, setting up, adjusting, and terminating services. Additionally, representatives organize and schedule new construction installations and closings, receive customer payments, and upload documents, contracts, and service orders. Daily communication with field services personnel, managers, and other department team members is essential to maintain a positive and effective work culture.

Requirements

Excellent phone interaction skills and active listening
Exceptional organizational skills, superb accuracy, and attention to detail
Outstanding verbal and written communication and interpersonal skills for interacting with customers, customer service and sales staff, Managers, Supervisors, and Team Leaders daily
Ability to collaborate with other departments to ensure customer satisfaction
Excellent keyboard and data entry skills
Strong problem-solving skills
Ability to learn customer service software
Positive out-going team player
Must be at least 18 years old
Must have a High School diploma or equivalent
Must be able to type a minimum of 35 wpm
Proficient with Microsoft office Word, Outlook, and Excel

Responsibilities

Provide exceptional service to our customers over the phone
Manage a large volume of customer communications through incoming calls, emails and online
Answer approximately 75 - 100 in-bound phone calls per day
Use software system to research, route and process calls successfully
Respond to customer inquiries, answer questions, organize and schedule service appointments
Resolve service problems by clarifying the customer's complaint; determine the cause of the problem, select, and explain the best solution to solve the problem and expedite the correction or adjustment to ensure satisfactory resolution
Ensure all calls results are recorded, noted and the actions that were taken
Ability to sell start up services and explain service programs to current and potential customers
Renew current customers accounts
Maintain customer accounts by checking and recording account information in software
Set up, adjust, and terminate services in software
Organize and schedule new construction installations and closings
Receive customer payments
Upload and catalog documents, contracts, and service orders into customer accounts
Communicate with field services personnel, managers, and other department team members daily
Maintain open communication for a positive and effective work culture