Customer Service Representative

The Big Task

The Customer Service Representative will provide each customer with a delightful experience while booking jobs into the 3-day board.

The Big Task

The Customer Service Representative will provide each customer with a delightful experience while booking jobs into the 3-day board.

KeySub-Tasks

• At the end of the first 6 weeks, you will be expected to:
• Have a thorough understanding of our brand and core values
• Understand and read the 3-day board
• Navigate our Customer Relationship Management (CRM) tool, Teams, and phone system
• Effectively book outbound calls, inbound calls, chats, online leads, etc.
• Pass our CSR training assessment
• Achieve a raw inbound call booking rate of 27%+
• Achieve an adjusted inbound call booking rate of 75%+
• Average handle time between 3-6 minutes
• Achieve a Quality Score of 75%+
  
  
  

At the end of the first 3 months, you will be expected to:

• Achieve a raw inbound call booking rate of 37%+
• Average handle time between 3 and 4.5 minutes
• Achieve an average quality score of 75%
• Inbound touches a minimum of 35 per day
  
  
  

At the end of the first 6 months, you will be expected to:

• Pass Power Selling Pros Level 1 assessment
  
  
  

Ongoing tasks:

• Follow all department procedures and processes
• Utilize the “Six Steps of a Call” to create a consistent customer experience
• Communicate effectively with customers and team members alike
• Support our Home Care Club members by booking their pre-paid appointments and renewing their plans
• Make outbound calls when requested by the manager to meet booking goals
• Complete administrative tasks as assigned by your Manager
  
  
  

Key Performance Indicators (KPI)

• Uphold, support, and engage in our purpose and core values
• Achieve a raw inbound call booking rate of 37%+
• Average handle time between 3 and 4.5 minutes
• Achieve an average quality score of 80%+
• Inbound touches a minimum of 35 per day
  
  
  

Desired Skills & Experience:

• Applicants must have a high school diploma or GED
• 2-3 years of Customer Service and/or Call Center experience
• Strong verbal and written communication skills
• Good typing skills
• Experience with Microsoft Office and Teams is preferred
  
  
  

Requirements: Ability to pass prescreening requirements: Clear 9-panel drug test and background check

Core Values:

Love

Team

Professionalism

Today

Mission Statement:

To be ever building the professionalism, integrity, and honor of the trades.

#J-18808-Ljbffr