Key Responsibilities :
- Resolve customer inquiries, process orders, and maintain customer account details.
- Follow company protocols, aiming to enhance department efficiency.
- Build strong relationships with customers and internal sales teams, offering proactive sales support.
- Handle customer inquiries via phone and in-person interactions.
- Schedule and bill services, deliveries, and installations; coordinate with service / operations managers.
- Process payments and maintain accurate internal reports.
- Make outbound calls to customers for service scheduling and offering maintenance plans.
- Perform outbound collection calls and manage over-the-counter orders.
- Address customer complaints, ensuring resolutions are met.
- Keep detailed records of customer interactions, including inquiries, complaints, and solutions.
- Complete contract forms, process address changes, and manage service discontinuation requests.
- Refer unresolved grievances to designated departments for further investigation.
- Manage billing for services and arrange deposits or payments as necessary.
- Contact customers to provide information on inquiries, claim investigations, or adjustments.
- Upsell additional services or products.
- Assist with any other duties assigned by the General Manager.
Minimum Requirements :
- 1+ years of customer service experience
- High school diploma or GED
- Proficiency with Microsoft Word and Excel
- Data entry experience
- Customer service experience, ideally in a sales or marketing environment
Essential Skills :
- Computer proficiency with Microsoft Office (Excel and Word)
- Familiarity with Windows OS
- Ability to learn a proprietary customer service system
- Strong interpersonal and communication skills (both verbal and written)
- Professional phone etiquette
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