Beeson Mechanical Service Hiring for Customer Service Representative Job at Whiteland, IN Full Time

Position Summary:

To deliver exceptional customer service reflective of Beeson’s values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality. To provide options for service appointments and meet performance metrics required by the company.

To coordinate appointments for technicians at customer sites to maximize productivity and be the liaison between the company, technician and customer. Deliver exceptional customer service reflective of Beeson’s values.

Job Responsibilities:

· Respond to incoming customer calls with courtesy, offering appointment windows and requested lead times.

· Engage in outbound calling to secure the appropriate amount of scheduled calls and club memberships required for a successful service operation.

· Follows Customer Service “Call Script” for quality and efficient responses to customers.

· Maintain required daily call counts to meet daily, weekly and monthly quotas.

· Maintain complete, accurate and updated information in the customer database.

· Ensure “VIP Memberships” are renewed and preventative maintenance appointments are scheduled for technicians.

· Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.

· Perform administrative duties to assist with the overall efficiency of the operation.

· Provide assistance to other members of the Customer Care team to achieve department and company goals.

· Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.

· Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.

· Dispatch technicians to service calls and maintain technician schedules.

· Prioritize calls according to customer and/or operational need.

· Coordinate and maintain on call schedules for technicians and after hours procedures.

· Schedule calls and enter service calls.

· Maintain complete, accurate and updated information in the customer database.

· Maintain communication with technicians via phone or online.

· Contact customers if there is a delay in their scheduled time.

· Perform administrative duties to assist with the overall efficiency of the operation.

· Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.

· Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.

· Address all concerns, questions and problems from customers and technicians. Utilize clear communication to manage conflict resolution.

· Participate in all company sponsored training classes.

· Maintain a courteous demeanor with customers and associates at all times.

· Maintain a professional image at all times by wearing company approved apparel.

· Abide by all standards of performance and ethics.

· Follow all safety policies and procedures.

· Perform other duties as assigned.

· Requires being on call dispatcher on a rotating schedule, a week at a time

Knowledge, Skills and Abilities:

· Prior call center experience preferred.

· Minimum of 2 years prior industry experience in customer service preferred.

· Basic computer skills including Word, Excel, and any other software used by the company.

· Attention to detail and follow-through.

· Ability to perform multiple tasks in a fast-paced environment

· Exceptional interpersonal and communication skills both written and verbal.

· Function in a team environment.

· Geographical knowledge of service area and/or map reading skills.

Education/Certification Requirements:

· High School diploma or GED required.

Working Conditions:

· Regularly spends long hours sitting and using office equipment and computers (80% of the time) in an office environment.

· Spends a majority of the work day on the telephone interacting with customers.

Physical Requirements:

· Occasionally lift 5-10 pounds.

· Have good visual acuity and sufficient auditory functioning to operate computer-aided call management hardware, software and communications equipment.

· Ability to work extended hours, nights or weekends, on a rotating on call schedule.

Job Type: Full-time

Pay: $14.00 – $17.00 per hour

Benefits:

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

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• In-person

Ability to commute/relocate:

• Whiteland, IN 46184: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location