Customer Service Representative

Mario Purchaser LLC•Richmond Hill, GA

25d•$17

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

Excellent verbal and written communication skills
Positive, professional, and friendly demeanor
Strong problem-solving and multitasking abilities
Self-motivated, organized, and team-oriented
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

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

Responsibilities

Handle high-volume inbound calls with professionalism and accuracy
Convert inbound inquiries into scheduled, revenue-generating service appointments
Make outbound calls to schedule, confirm, and follow up on appointments
Resolve customer concerns while maintaining composure and professionalism
Enter and manage data accurately within our CRM system
Collaborate with dispatch, technicians, and internal teams to avoid scheduling errors
Conduct follow-up calls with customers to ensure satisfaction and explore additional service opportunities
Participate in training sessions and remain informed on service updates, offerings, and procedures
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.