Position Overview: As a Customer Service/ Scheduler, you will have the opportunity to provide excellent customer service with first call resolution and product knowledge. This position requires the ability and desire to provide services by phone 100% of the time. Candidates should be comfortable problem-solving, with a very professional tone and caring demeanor, as well as ensuring top-notch customer satisfaction. Main Job Tasks and Responsibilities: Client Care: ? Professionally answer telephone incoming calls with a welcoming greeting and listen attentively to caller?s needs ? Accurately document client?s estimate/order number and the reason for calling in the CRM along with all relevant notes ? Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner ? Review installer reports and reconcile discrepancies daily as needed ? Accurately analyze and coordinate product-related solutions to meet customer?s project needs by conferring with supervisor to ensure any associated costs are properly charged ? Troubleshoot issues and provide solutions related to product and/or processes ? Prioritize inquiries based on level of urgency, identifying matters that require an immediate response ? Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution ? Proactively collaborate with other team members to identify and implement process improvement strategies and tactics ? Work well within a team, always seeking to find understanding and work through challenges ? Participate in quality assurance processes/programs/initiatives as requested ? Demonstrate effective and very professional handling of tough calls/ upset or difficult customers ? Review and troubleshoot sales orders ? Analyze quotes and measurements provided by Sales and Technicians for accuracy ? Deliver complete, informative and accurate estimates as requested by the Commercial and Residential sales teams ? Communicate with internal departments to clarify project scope and job details to ensure proper delivery of quoted project ? Master product specifications and applications, quoting, order processing, installation process and related field issues Scheduling: ? Contact clients to efficiently schedule installation appointments ? Schedule appointments for field installers to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate ? Follow up and interact with customers and installation teams ? Proficiently navigate a Windows-based & Web-based system to optimize current & future schedules Qualifications: ? High school diploma ? 3-5 years of customer support experience or experience as Client Service Representative ? Strong phone contact handling skills and active listening ? Customer Orientation and ability to adapt/respond to different types of characters ? Excellent written, verbal, interpersonal and communication skills ? Strong computer skills including MS Office applications (Outlook, Word, Excel and PowerPoint) ? Ability to multi-task, prioritize, and manage time effectively ? Strong work ethic and capacity to handle high work volume in a teamwork environment HHU8clVi8v
