Customer Service Representative - VA ONLY

Beacon Home Services•Manassas, VA

3d•Remote

About The Position

We are a team of home service experts who go the extra mile to ensure peak performance for our customer’s electrical and plumbing systems. You will promote customer satisfaction by converting incoming and outgoing customer calls into booked service appointments. The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints. Demonstrating our Mission, Vision & Values at Beacon. Success will be measured in this role by meeting & exceeding booked call metrics, focusing on filling the 3 Day Call Board, supporting technicians, and the customer experience. This position reports directly to the Assistant Call Center & Customer Excellence Manager.

Requirements

Excellent communication skills including active listening, empathetic listening & responsive to performance feedback.
Service-oriented and able to resolve customer issues.
Proficient computer skills with the ability to learn new software.
Ability to Multitask
Work Independently & With a Team
Growth & Development, willingness to learn & demonstrate mission, vision and values of Beacon.
High school diploma or equivalent.
Customer service experience required.
Reliable
Punctual
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.

Nice To Haves

3 Years of Customer Excellence Experience
Service Titan Experience
Minimum of 1 Year of Experience in Home Services Company Call Center or Related Operation
Live in the Northern VA area or MD

Responsibilities

Convert incoming customer calls into booked service appointments.
Deliver call scripts with an authentic cadence; be clear, compelling and personable.
Respond to customer requests, resolving issues and promoting the brand.
Participate in training to boost booked calls and practice outbound calling.
Adhere to the company’s plan for resolving customer complaints quickly and favorably.
Outbound Calling Answering inbound calls using a scripted template
Follow up on non-booked calls or canceled/rescheduled calls
Provide consistent outbound calling
Interacts with customers via telephone, email, or text to provide support and information on services.
Enters job orders for services using Service Titan and other software programs.
Fields customer questions and complaints direct call to appropriate support manager.
Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Learn from Support Feedback, by working with leadership on recorded calls.
Complete Onboarding Training & Learning Development Sessions.
Skills Practice with peers & leadership to learn the sales process.
Maintain and update customer databases with complete and accurate information.