CALL CENTER CSR - Customer Service Representative

Mario Purchaser LLC•Sanford, FL

2d•$16 - $17•Onsite

About The Position

The Customer Service Rep. converts incoming service request into booked calls for our Service Technicians. The CSR is the first line of communication with current and potential customers and serves a key role in building the customer relationship as well as setting the customers’ expectations about the company. .

Requirements

Previous call center or customer service experience preferred
Excellent verbal and written communication skills with a friendly, professional, and customer-focused approach
Strong active listening, problem-solving, and multitasking abilities
Comfortable working in a fast-paced environment while managing multiple priorities
Self-motivated, dependable, and team-oriented with a strong sense of accountability
Strong organizational skills, attention to detail, and ability to follow processes
Proficient computer skills, including Microsoft Office
Receptive to coaching and committed to continuous improvement
Ability to work a flexible schedule, including evenings, weekends, and holidays as needed
High School Diploma or equivalent required

Nice To Haves

Call Center Experience preferred
High Volume Call Center environment
sales experience is a plus
additional education is a plus

Responsibilities

Deliver an exceptional customer experience by serving as the first point of contact for customers seeking service, support, or information
Answer inbound calls, web leads, and customer inquiries with professionalism, urgency, and a solutions-oriented mindset
Convert customer requests into scheduled appointments while educating customers on available services and addressing questions or concerns
Build rapport with customers, identify their needs, and overcome objections to ensure they receive the service they need
Make outbound calls to confirm appointments, follow up on unscheduled opportunities, and ensure customer satisfaction after service visits
Accurately collect, update, and maintain customer information in company systems
Partner closely with dispatch, technicians, and other departments to ensure a seamless customer experience from the initial call through service completion
Communicate customer concerns, service updates, and scheduling information to the appropriate teams to ensure timely resolution
Provide service window updates and proactive communication to customers throughout the service process
Follow established processes and performance goals related to booking, customer satisfaction, and call quality
Remain calm, professional, and customer-focused while handling high call volumes and resolving customer concerns
Support daily office operations, opening and closing responsibilities, and other administrative duties as assigned