Customer Service Representative

Heartland Home Services•Macomb, MI

1d•Onsite

About The Position

Job description: Call Center: Customer Service Representative Are you Awesome? Are you looking for a career and not a job? Are you ready to join the best team in town that was consecutively named in 2019, 2020, 2021 and 2022 Top Workplaces in Metro-Detroit? We are looking for a dynamic superstar to help support our growing Teams in our Macomb, Michigan Headquarters! This is a great opportunity to support our sales, install and service teams. We have full time and part time openings. Essential Duties & Responsibilities: · Provide a first impression that radiates that our company is extremely competent and capable of handling the caller’s challenges. ·Responsible for interacting with customers via multi-line phone system, email, or in person to provide support and information on products and services. · Engage in outbound and inbound calling to best keep the schedule full for the technicians. · Provide consistency to customers while utilizing the company best practices scripting & quality assurance guidelines. · Provide a WOW experience. Customers should recognize that the representative went above and beyond in the customer service experience. · Efficiently schedule the client based on company guidelines. ·Accurately document information from the call into Service Titan & maintain customer accounts and records of customer interaction with detailed notes, complaints, or comments. ·Customer Service Representative will forward request to appropriate departments when applicable. · Educate the customer on the membership benefits and complete accurate enrollments. · Provides maintenance membership information to customers. · Responsible for electronic filing, scanning, and mailings as needed. ·Expected to familiarize yourself with the call center & company procedures, processes, and policies. ·Expected to maintain a friendly, helpful and team-like atmosphere among co-workers. · Completes special projects and other duties as assigned. WORKING ENVIRONMENT: · Work indoors – office setting, seated or standing for long lengths of time. No work from is available at this time. · The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. QUALIFICATIONS: · Ability to pass a national background check. · Strong commitment to high level of customer service · Excellent communications skills with the ability to communicate clearly with customers and employees over the phone and in person. · Proficient computer skills with the ability to learn new software. · Strong organization skills and attention to detail · Build and encourage a positive work culture and be a willing and engaged team player. · High school diploma or GED · Ability to sit for long lengths of time. ·Ability to be flexible and effectively handle change. · Experience with Windows-based operating systems, plus proficiency in the Microsoft Office Suite · Ability to work overtime, weekends, and rotating schedules to complete work · 1-2 years of customer service handling high call volume /Service Titan scheduling experience preferred Pay & Benefits: Industry-leading hourly rates based on experience 401k retirement plan Health Savings Account Vision insurance Life insurance Dental insurance Paid Vacation Paid Holidays Advanced training opportunities are available Hours for the whole year Job Type: Full-time Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Shift: 8 hour shift Day shift Work Location: In person Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Requirements

Ability to pass a national background check.
Strong commitment to high level of customer service
Excellent communications skills with the ability to communicate clearly with customers and employees over the phone and in person.
Proficient computer skills with the ability to learn new software.
Strong organization skills and attention to detail
Build and encourage a positive work culture and be a willing and engaged team player.
High school diploma or GED
Ability to sit for long lengths of time.
Ability to be flexible and effectively handle change.
Experience with Windows-based operating systems, plus proficiency in the Microsoft Office Suite
Ability to work overtime, weekends, and rotating schedules to complete work
1-2 years of customer service handling high call volume /Service Titan scheduling experience preferred

Responsibilities

Provide a first impression that radiates that our company is extremely competent and capable of handling the caller’s challenges.
Responsible for interacting with customers via multi-line phone system, email, or in person to provide support and information on products and services.
Engage in outbound and inbound calling to best keep the schedule full for the technicians.
Provide consistency to customers while utilizing the company best practices scripting & quality assurance guidelines.
Provide a WOW experience. Customers should recognize that the representative went above and beyond in the customer service experience.
Efficiently schedule the client based on company guidelines.
Accurately document information from the call into Service Titan & maintain customer accounts and records of customer interaction with detailed notes, complaints, or comments.
Customer Service Representative will forward request to appropriate departments when applicable.
Educate the customer on the membership benefits and complete accurate enrollments.
Provides maintenance membership information to customers.
Responsible for electronic filing, scanning, and mailings as needed.
Expected to familiarize yourself with the call center & company procedures, processes, and policies.
Expected to maintain a friendly, helpful and team-like atmosphere among co-workers.
Completes special projects and other duties as assigned.