Customer Service Representative

Mario Purchaser LLC•Sanford, FL

15d•$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 experience is preferred!
Excellent verbal and written communication skills
Positive, professional, and friendly demeanor
Strong problem-solving and multitasking abilities
Self-motivated, organized, and team-oriented
Great computer skills a must!!
High school diploma or equivalent (Associate’s or higher a plus)
Ability to demonstrate a positive, friendly and helpful demeanor at all times
Ability to demonstrate active listening skills
Exceptional oral and written communication skills
Professional and collaborative with other internal staff
Self-starter with strong self-accountability mindset in achieving set individual and team goals
Ability to work in a fast-paced environment with multiple priorities
Attention to detail and good organizational skills
Receptive to coaching for improved performance
Able to work a flexible schedule including evenings, weekends and holidays shift
High school diploma required

Nice To Haves

3+ year experience working in a customer service role
Proficient in Microsoft Office
Sales experience a plus

Responsibilities

Handle inbound customer calls and convert them into scheduled appointments
Make outbound calls to schedule or follow up with customers
Ensure customer satisfaction through follow-up calls
Update customer records with accurate, timely information
Maintain communication with dispatch and management
Remain calm and professional under pressure
Other duties as assigned
Successfully convert requests for service into booked appointments to meet individual and team KPI goals
Correctly identify customer needs and overcome objections that may impede call booking
Accurately collect and enter all necessary customer information into the service database
Answers all calls with a sense of urgency while providing superior customer service at all times
Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
Follow-up with customers to ensure overall satisfaction with customer experience and service
Effectively handles all other lead sources; such as web leads and answering service messages.
Successfully performs opening and closing duties.
Ensure safety best practices are followed in the field.
Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of
Responsible for the distribution of service window updates to all service teams.
Capture and distribute customer concerns to the appropriate service team(s).
Other duties as assigned.