Customer Service Specialist

West Shore Home Recruiting • Hartford, CT

18d • Onsite

About The Position

West Shore Home is growing at an explosive rate and operates at an above average pace to meet its mission of Bringing Happiness to Every Home. The Customer Service Specialist reports to the General Manager and works closely with the Regional Operations department. The Customer Service Specialist will support all Customer Service-related functions in the assigned branch. This position will be accountable for providing a 5-star experience to customers regarding post-installation services by using best judgement calls and knowledge of all products to diagnose and schedule service visits.

Requirements

• High School Diploma or equivalent required.
• Experience with Salesforce preferred.
• Ability to multitask.
• Strong with Microsoft Suite.
• Strong written and verbal communication skills.
• Must have a valid smart phone or smart device to log in to Company required systems using two-factor authentication.

Responsibilities

• Accountable for providing 5-star customer service to West Shore Home’s customers regarding post-installation services.
• Responds to customer requests (that arrive via phone, email, text, website, or through other Company employees) for support due to issues relating to post-installation services.
• Reaches out to customers whose installation appointments have resulted as Service Required to verify scope of service needed and arrange for service appointment.
• Attend and facilitate the mandatory morning Customer Service huddle by following the Customer Service Representative morning huddle agenda.
• Provides data and feedback to the General Manager, Customer Service Manager, In-Home Sales Manager, and Installation Managers on all service-related issues.
• Customer escalations/emergencies should be brought to the attention of the General Manager, and Customer Service Manager immediately.
• Reply to All Emergency Service Notification emails stating action taken.
• All phone calls and texts must be conducted through Five9 on a recorded line.
• Redirect customers to appropriate department when customer is making inquiries outside of post-installation services.
• Uses own judgment and knowledge of products to resolve issues through questioning and trouble-shooting techniques over the phone, email, and text.
• If issues cannot be resolved over the phone, email, or text, will be accountable for creating a case in Salesforce, ordering necessary parts, and scheduling service visits by Service Technician, Plumber, Installation Manager, and/or General Manager as the case requires.
• Will communicate to necessary parties and update service appointment notes regarding photos and documentation required to obtain manufacturer warranty reimbursement.
• If the installation team must manage a service, follow the necessary procedure to send the case to the Revenue Efficiency department. Customer contact must be made and the case description should be updated to the most recent information before completing this action.
• Interacts with manufacturers to trouble-shoot and resolve issues.
• Keeps customer apprised of any service-related schedule changes.
• Responsible for requesting quotes for post-installation parts and providing information to customers within 24 hours of receiving quoted price.
• Responsible for informing customers of trip charges due to expired warranty and updating Case Revenue Information section as needed.
• Actions in Mission Control must be completed by due time.
• Cases in Review Required must have a phone call and action completed within 24 business hours.
• Division service chatters must be responded to in writing within 24 business hours.
• Case Comments must be documented with every interaction.
• Should be available on Microsoft Teams for communication from Customer Service Manager throughout the day.
• Attend coaching/training sessions as determined necessary by Customer Service Manager.
• Keeps General Manager and Customer Service Manager apprised of escalated customers as needed.
• Call out to customers receiving NPS surveys after service completion to ensure their satisfaction and encourage them to take the survey.
• Additional responsibilities may be assigned by the General Manager and/or the Senior Director of Customer Service.
• Ability to maintain regular, punctual in person attendance consistent with the ADAAA, FMLA and other federal, state, and local standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED