Customer Service Representative

Customer Service Representative

Salary Range $20.00 - $25.00 Hourly Position Type Full Time Education Level High School Category Customer Service

Who We're Hiring:

Be great with us! Our team is passionate about delivering exceptional customer experiences. As the Customer Service Representative, you play a key role in managing various aspects of customer accounts, ensuring their satisfaction, driving inside sales initiatives, and play an important role in the enhancement of the overall customer experience. Your strong customer service skills, attention to detail, and tech-savviness contribute to our team.

Together, we will thrive in our dynamic environment that fosters positive customer relationships!

Who We Are:

Woodfin – Your Home Team: A seven-time Richmond Times Dispatch Top Workplace. Our success is no accident. We hire, train, and reward top talent, emphasizing quality people. As a hometown company, we value customer service and employ dedicated, hard-working individuals. We provide comprehensive support, including work-life balance, paid training, wellness programs, and more. Join us to work for an organization built around the core values of Humility, Integrity, and Respect!

What You'll Do:

• Customer-Centric Mindset
  • Foster a customer-centric mindset by prioritizing customer satisfaction and continuously seeking ways to enhance their experience.
  • Seek feedback from customers and teammates to drive continuous improvement.
  • Support customer experience programs and initiatives.
  • Maintain a positive and resilient attitude in customer service interactions.
  • Be proactive in engaging with customers by anticipating their needs.
• Assisting customers and addressing inquiries
  • Professionally and promptly assist customers with inquiries, resolving concerns related to budget plans, payment discrepancies, and service agreements.
  • Conduct credit checks for customers requesting a billable status.
  • Monitor and respond to customer inquiries received through the Woodfin Portal.
  • Assist walk-in customers with various needs.
• Sales and additional services
  • Promote cross-selling services to provide customers with comprehensive solutions.
  • Develop problem-solving skills to address complex customer issues promptly.
  • Renew service agreements by contacting customers, discussing renewal options, and maintaining long-term relationships.
  • Assist and activate Paw Point accounts, allowing customers to redeem points for rewards.
• Scheduling and coordination
  • Efficiently schedule service calls, tune-ups, propane, and oil deliveries.
  • Proactively reach out to customers to schedule tune-up appointments and ensure optimal equipment performance.
  • Coordinate technical support appointments for timely issue resolution.
  • Manage conference room schedules for a specific location.
• Collaboration and customer record management
  • Collaborate with cross-departmental teams to provide a seamless customer experience.
  • Keep customer records up to date, attach tune-up sheets, remove canceled service agreement plans, and update equipment information.

What You'll Bring:

• High school diploma or equivalent is required.
• Must be at least 18 years old with an upbeat personality and a warm and friendly demeanor.
• Customer Service Representatives possess excellent verbal and written communication skills. They actively listen to customer inquiries and effectively convey information and provide solutions.
• CSRs have a deep understanding of the products and services they are supporting. This knowledge enables them to assist customers effectively and answer questions accurately.
• Must be able to demonstrate empathy towards customers' concerns and be patient even in challenging situations. They build rapport and find suitable solutions that address customers' needs.
• CSRs often face unpredictable situations; they are adaptable and flexible in their approach. They handle changing circumstances and adjust their strategies accordingly.
• Must possess a positive, friendly, team-oriented attitude. CRSs maintain a positive demeanor and enhance customer satisfaction by contributing a pleasant experience.
• Customer Service Representatives with cross-selling skills identify complementary products or…