Job description

As a Customer Service Representative, you will be the first point of contact for customers, providing exceptional service and resolving their inquiries or issues. You will represent our company professionally and courteously, ensuring a positive customer experience and maintaining customer satisfaction. Your primary goal will be to assist customers effectively and efficiently, building strong relationships and promoting loyalty to our brand.

Responsibilities:

Customer Assistance: Handle incoming customer inquiries via various channels (phone, email, or chat) and provide prompt and accurate responses, ensuring a high level of customer satisfaction.

Issue Resolution: Address customer concerns, complaints, or escalations in a calm and empathetic manner, striving to achieve a fair and satisfactory resolution for both the customer and the company.

Product Knowledge: Develop a comprehensive understanding of our products or services, staying updated on new features, upgrades, or changes to provide accurate information and advice to customers.

Scheduling: Assist customers with scheduling estimates and installs.

Customer Relationship Management: Build and maintain strong relationships with customers by actively listening to their needs, anticipating future requirements, and proactively offering solutions or recommendations.

Troubleshooting: Effectively troubleshoot issues customers may encounter, guiding them through step-by-step resolutions or escalating to appropriate internal teams when necessary.

Documentation: Accurately record customer interactions, inquiries, feedback, or complaints in the customer relationship management (CRM) system, maintaining a comprehensive and up-to-date customer database.

Knowledge Sharing: Collaborate with team members and share best practices, insights, and customer feedback to continuously improve the overall customer service experience.

Quality Assurance: Adhere to established service-level agreements (SLAs), follow standardized processes, and ensure compliance with company policies and guidelines.

Customer Satisfaction Measurement: Conduct customer satisfaction surveys, gather feedback, and identify areas for improvement to enhance the overall customer experience.

Qualifications:

Education: High school diploma or equivalent. Some positions may require a bachelor's degree or relevant certifications.

Experience: At least 3 years administrative and clerical experience required. Proficiency with the Micorosoft Office Suite, Quickbooks is required. Experience with Housecall Pro is a plus.

Communication Skills: Exceptional verbal and written communication skills with the ability to explain complex information in a clear and concise manner.

Customer-Oriented Attitude: A genuine passion for assisting customers, empathizing with their concerns, and providing solutions that meet their needs.

Problem-Solving Skills: Strong analytical and problem-solving abilities to assess situations, identify root causes, and propose effective solutions.

Adaptability: Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and adapt to changing priorities or customer demands.

Technical Aptitude: Basic proficiency with computer systems, software applications, and customer relationship management (CRM) tools. Willingness to learn and navigate new technologies.

Patience and Resilience: Maintaining composure and professionalism when handling challenging customer interactions or stressful situations.

Team Player: Demonstrated ability to collaborate with colleagues, share knowledge, and contribute to a positive team environment.

Time Management: Excellent organizational skills with the ability to prioritize tasks, manage workload efficiently, and meet deadlines.

Physical Requirements: Prolonged periods of sitting and working on a computer. Must be able to lift 20 pounds at a time.

Note: The list of specific requirements and responsibilities may vary from time to time and is not all-inclusive.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Denver, CO 80229: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you able to work in the office from 7:30am-4:30pm Monday through Friday?

Work Location: In person

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