Customer Service Representative

Overview

We are seeking a friendly and detail-oriented Phone Customer Service Representative to join our team. This role involves assisting customers by scheduling appointments, providing information, resolving issues, and ensuring a positive experience. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for helping others.

• Paid holidays
• Competitive pay
• 401(k) matching
• Bonus based on performance
• Dental insurance
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Job Title: Customer Service Representative with Voda Cleaning & Restoration

Department: Customer Service / Administration

Reports To: Owner & General Manager

Reporting Positions: None at this time

Position Type: Full-time (40 hours), Hourly, In-Person position that does not require travel.

We are seeking a friendly and detail-oriented Phone Customer Service Representative to join our team. This role involves assisting customers by scheduling appointments, providing information, resolving issues, and ensuring a positive experience. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for helping others.

• Answer inbound calls and respond to customers through our various marketing partners promptly.
• Schedule appointments and jobs, as well as accurate maintenance of our scheduling software.
• Confirm jobs and appointments prior to our arrival.
• Provide accurate information about products, services, or policies.
• Handle customer complaints and resolve issues effectively and empathetically.
• Document customer interactions and maintain detailed records in the system.
• Follow up with customers to ensure satisfaction and resolution.
• Follow up with outstanding customer invoices.
• Make outbound calls to previous and potential clients to inform them about specials and assess existing needs.
• Collaborate with other departments to address complex or escalated issues, and assist in planning and executing the company’s strategic plan.
• Meet or exceed performance metrics, such as call response time and customer satisfaction scores.
• Participate in weekly staff meetings and monthly Management Team meetings.

• Verbal Communication: The individual speaks clearly and persuasively in positive or negative situations, and has excellent active listening skills. Effective in one-on-one, small, and medium sized group situations. Adaptable and able to think on their feet.
• Written Communication: Writes clear, precise, well organized letters, proposals, and emails. Edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar.
• Team Building: Achieves cohesion and effective team spirit with peers and management. Maintains a climate of open, honest relationships where differences are constructively addressed.
• Planning and Organizing: Understands the strategic direction of the organization, implications for administrative functions, and coordinates plans with other managers and executives.
• Adaptability: Adapts to changes in the work environment, manages competing demands, and can handle frequent changes, delays, or unexpected events. Multitasks effectively.
• Dependability: Consistently at work and on time, follows instructions, responds to management direction, and seeks feedback to improve performance. Maintains a positive attitude and commitment to exceptional service.
• Technology: Uses word processing, spreadsheet, and presentation software; proficient with CRM (client, scheduling, and invoicing software) and improving its functionality. Proficiency with MS Office, Word, and Excel.

• Education and Experience: High school diploma or equivalent; additional education is a plus. Proven experience in customer service, preferably in a phone-based role. Familiarity with the residential/commercial cleaning and/or restoration industry is a plus.
• Financial Reporting: Ability to pull and format basic sales reports from our reporting systems.
• Leadership
  
  Skills:
  
  Thrives in a collaborative team environment and contributes to teamwork. Inspires and motivates employees to maintain exemplary levels of quality and service. Positively influences all facets of the business.
• Mathematical
  
  Skills:
  
  Adequate mathematical aptitude, including calculating rates, ratios, and percentages.
• Computer
  
  Skills:
  
  Knowledge of computerized information systems and their applications across business domains. Proficiency in using computers, customer service software, CRMs, and MS Office (Word, Excel).

During the course of performing this job, the employee will regularly handle moderate to high call volume, especially during peak hours. The role may involve lifting and/or moving items up to 25 pounds. The noise level is generally quiet.

This franchise is independently owned and operated by a franchisee. Your…