Customer Service Rep (CSR)

Job Summary

Achieve daily booked call goal. Achieve passing score on weekly call-quality scorecard. Offer and convert memberships to exceed department membership budget. 

Duties & Responsibilities

• Create and achieve 100-day plan. 
• Exceed minimum attendance and on-time standards. 
• Answer the phone within 10 seconds. 
• Answer inbound calls to book jobs and fill a 3-day call board.
• Reflectively listen to customer concerns, answer questions and communicate availability. 
• Input customer data into Service Titan accurately. 
• Correctly schedule jobs within ServiceTitan.
• Display empathy and a sense of urgency.
• Outbound call to schedule routine maintenance visits, tune ups and inspections.
• Convert Comfort Guard Memberships.

Competencies for Success

• Communication; Dependability/Productivity; Organization Skills; Quality; Results Orientation; Interpersonal Skills; Computer Skills; Initiative; Problem Solving; Results Driven; Sense of Urgency; Self Development

Required Skills & Abilities

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team. 
• Highly motivated, flexible and great attitude on life.

Education & Experience

• Relevant education or work experience