Lead Customer Service Representative

Posted 14 days agoViewed

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💎 Seniority level: Lead, 3+ year

📍 Location: United States, CT

💸 Salary: 22.0 - 25.0 USD per hour

🔍 Industry: Residential HVAC, Plumbing, & Electrical services

🏢 Company: T3 Services Group

⏳ Experience: 3+ year

🪄 Skills: LeadershipSalesforceCommunication SkillsCustomer serviceMicrosoft OfficeMentoringTime ManagementWritten communicationMultitaskingCoachingInterpersonal skillsExcellent communication skillsProblem-solving skillsTrainingActive listeningData entrySales experienceComputer skillsCRMCustomer support

Requirements:

HS Diploma or GED
3+ year of customer service experience in a phone based role
Experience working in the home services industry preferred
Multitask by completing phone and computer work simultaneously
Capability to type at least 40 WPM
Proficiency with Microsoft Office or Google Suite
Clear, kind, and energetic phone presence
Ability to work fast paced and remain organized
Must be a U.S. Resident

Responsibilities:

Support CSR team to achieve call excellence
Support leadership with admin duties as needed
Work in Service Titan for all appointment booking requests
Facilitate customer issues
Assist with invoice breakdowns
Assist with Dispatch as needed
Customer service-oriented, but with strong sales acumen
Deliver call scripts with an authentic cadence; be clear, compelling and personable
Be professional and establish customer rapport, encouraging repeat business
Adhere to the company’s plan for resolving customer complaints quickly and favorably.
Maintain and update customer databases with complete and accurate information.
Must have the ability to multitask and work on multiple projects simultaneously.
Coach and develop employees based on deficiencies and provide action plans to improve CSR’s overall call performance and meet departmental goals.
All other duties as assigned

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