Home Services Call Center Agent

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Requirements:

• 2+ years of experience in a high-volume virtual call center required
• 1+ years of experience in a customer facing role, preferably within the home services or HVAC industry required
• ServiceTitan, HouseCall Pro or Sera CRM experience highly preferred
• Ability to type 30 wpm with 94% accuracy
• Ability to read, write and speak English fluently
• Excellent written and verbal communications skills, specifically spelling and grammar
• Ability to handle a high-volume of callers in a virtual environment
• Experience managing both inbound and outbound call types
• Experience with initiating outbound calls and appointment scheduling, while ensuring a seamless and efficient customer experience
• Applicants must be willing to undergo and successfully pass a criminal background check and pre-employment drug screening
• Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported)
• High speed internet (at least 10 Mb upload and at least 50 Mb download)
• Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided)

Responsibilities:

• Conversationally collect and correctly input caller information accurately to qualify a lead in client’s CRM
• Follow account specific instructions including scripted verbiage, appointment scheduling and call transfers procedures
• Identify and escalate issues accordingly
• Adjust communication style for each call, conveying confidence and empathy where appropriate
• Meet productivity goals
• Maintain call control while providing exceptional customer service
• Manage and record off system time appropriately, honestly, and accurately