Job Overview:
Here at Detroit furnace the job of a Customer Service Representative is to answer customer inquiries in a timely manner and provide each customer with an amazing experience each time. They will manage all ways customers contact us from telephone calls, emails, and text messages. All of these will receive the same experience. Working to fill the job board with opportunities each day to allow our field professionals to assist customers with their heating, cooling, and plumbing needs.
Responsibilities for Customer Service Representative
Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion.
Document all inquiries, requests, resolutions, and follow-up tasks.
Escalate inquiries and requests as necessary to the appropriate department or person following outlined guidelines.
Display a courteous and empathetic attitude to all customers.
Grow existing customer accounts through exceptional customer service and effective sales techniques.
Meet Key Performance Indicators as outlined.
Keep customer accounts current by updating databases during calls.
Qualifications for Customer Service Representative
High school diploma or general education degree (GED) required.
1 year of customer service experience required.
1-2 years of Call Center Experience preferred.
Experience working with inbound and outbound calls, customer retention, and inside sales preferred.
Excellent interpersonal and communication skills
Comfortable working in a high-volume role
Demonstrated ability to prioritize tasks and manage time efficiently.
Basic computer skills in various software and web-based application
Key Performance Indicators (3 Months):
CSR’s will be able to manage assigned tasks in a timely manner.
They will provide a 5-star experience for each customer.
They will be able to have an Average Handle time of 5 minutes or less.
They will be able to convert 25% of all calls they receive.
Key Performance Indicators (6 Months):
CSR’s will be able to manage daily duties with little to no assistance.
They will have an Average Handle Time of 3-4 minutes or less.
They will be able to convert 30%-35% of all the calls they receive.
