Customer Service Representative

Full-Time
$19-$22/hr
Training on-site in Traverse City then work can be performed remotely
Shift: 11:00 am - 8:00 pm

Job Summary:
The CSR is responsible for respectfully interacting with customers by answering inbound phone calls on a multi-line system and effectively handling complaints, booking jobs, and providing customers with information about the organization’s services as needed. The CSR completes their essential job functions in a safe and timely manner and is responsible for completing other duties as assigned by their manager. Additional responsibilities will be assigned on an individual basis.

Classification: Full-time/Hourly
Work Location: TC Office/Remote potential
Work Schedule: Monday-Friday, Occasional Weekend shifts
Reports to: Customer Service Manager

ESSENTIAL JOB FUNCTIONS:
CSR/Phone Management:

• Answers inbound phone calls on multi-line system, book appropriate jobs, enter into SB when necessary. 1 st in line to answer calls.
• Books only the jobs the company wants, enters proper notes, accurate data entry at time of booking.
• Continually checks routing to ensure optimization.
• Collects payments.
• Office Email Account: responds to all emails promptly & appropriately.
• Podium Leads: monitors leads & responds promptly.
• Slack: Actively participates through the entire shift. Checks Pinned messages at the start of shift.
• Ability to take on additional duties without losing focus on inbound calls & customer service.
• Communicates effectively with field staff as necessary.
• Monitors Geotab for truck locations.

Customer Service:

• Ensures company is providing World Class Customer Service through the entire process.
• Proactively handles customer issues (phone calls & emails) by investigating complaints & identifying solutions. If necessary, escalates customer issues to manager.

On Call:

• All of the above duties apply to On Call shifts.
• Has Ipad on hand & charged for use for the duration of the On Call shift.
• Responds to Answering Service texts and office emails within 10 min of receipt.
• Maintains a quiet environment to converse with customers.
• Communicates all necessary items to manager, next CSR on duty or field techs as needed.

SKILLS/KNOWLEDGE/EXPERIENCE/ PHYSICAL DEMANDS:
Required:

• Ability to communicate clearly
• Possesses Patience
• Ability to think critically
• Ability to communicate in a respectful and friendly manner
• Ability to proactively resolve issues as they arise

PERSONAL CHARACTERISTICS:

• Driven with strong ambition for problem solving and perseverance
• Strong attention to detail and willingness to learn
• Positive attitude
• Enjoys communicating with customers

PREFERRED:

• Relevant training and/or experience in customer service industry.
• Basic customer service knowledge and abilities

Education:

• High school diploma or GED
• At least 1 year of customer service experience; Willing to train the right candidate.

WORK ENVIRONMENT:
Work is performed in an office environment.
TRAVEL:
Travel is not required.
BENEFITS:
This position includes medical benefit option, 401-K match, paid time off, holiday pay, bonuses, and a flexible work schedule.