The CSR 1 plays a vital role in the overall success of Roby Services! The primary focus of this role is to provide an exceptional customer experience, starting with a customers initial call. Prompt communication, defining expectations, and providing a clear explanation of the next steps are just a few of the many ways you will provide top-notch customer service to each customer, no matter the reason for their call. In addition to managing the incoming customer needs, the CSR1 will own the general email inbox response process, as well as assist the Office Manager with accounts receivables as needed.
Duties/ Responsibilities:
- Open and maintain customer accounts by entering account information into Service Titan software
- Manage large amounts of incoming calls
- Update customer and job information as needed
- Generate sales leads, including membership opportunities
- Identify and assess customers needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Follow communication procedures, guidelines and policies
- Greet customers warmly and ascertain problem or reason for calling
- Answer questions about warranties or terms of sale
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Close out or open call records
- Read from scripts as necessary
- Assist Office Manager with Accounts Receivables
- Manage incoming emails to Hello@robyservicesnow.com
Qualifications:
- Advanced customer service skills.
- Ability to multi-task
- Organized
- Strong phone contact handling skills and active listening
- Familiar with CRM systems and practices
- Geographical knowledge of service area or map reading skills
- Knowledge of industry is recommended but not required
- Computer skills
- High school or GED required.
- Post HS classes: specifically, business related is a plus.
