Customer Service Representative

Job Description

Job Description

Benefits:

• Paid holidays
• Competitive pay
• 401(k) matching
• Bonus based on performance
• Dental insurance
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Customer Service Representative with Voda Cleaning & Restoration Department: Customer Service / Administration
Reports To: Owner & General Manager
Reporting Positions: None at this time

This is a Full-time (40 hours), Hourly, In-Person position that does not require travel.

Position Summary/Purpose
We are seeking a friendly and detail-oriented Phone Customer Service Representative to join our team. This role involves assisting customers by scheduling appointments, providing information, resolving issues, and ensuring a positive experience. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for helping others.

Primary Responsibilities
· Answer inbound calls and respond to customers through our various marketing partners promptly.
· Schedule appointments and jobs, as well as accurate maintenance of our scheduling software.
· Confirm jobs and appointments prior to our arrival.
· Provide accurate information about products, services, or policies.
· Handle customer complaints and resolve issues effectively and empathetically.
· Document customer interactions and maintain detailed records in the system.
· Follow up with customers to ensure satisfaction and resolution.
· Follow up with outstanding customer invoices.
· Make outbound calls to previous and potential clients to let them know about any specials and check on any existing needs.
· Collaborate with other departments to address complex or escalated issues, as well as plan and execute the company’s strategic plan.
· Meet or exceed performance metrics, such as call response time and customer satisfaction scores.
· Participate weekly staff meetings and monthly Management Team meetings.

Performance Skillsets
· Verbal Communication
The individual speaks clearly and persuasively in positive or negative situations, and has excellent active listening skills. Effective in one-on-one, small, and medium sized group situations. Adaptable and able to think on his/her feet.
· Written Communication
Writes clear, precise, well organized letters, proposals, and emails. The individual edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar.
· Team Building
Achieves cohesion and effective team spirit with peers and management. Sustains a climate characterized by open, honest relationships where differences are constructively addressed rather than ignored, suppressed, or denied.
· Planning and Organizing
Understands the strategic direction of the organization, understands the implications for the administrative functions, and fit with the other departments. Coordinates plans with other managers and executives.
· Adaptability
The individual adapts to changes in the work environment, manages competing demands, and can deal with frequent changes, delays, or unexpected events. He / She should also have an excellent ability to multitask, prioritize, and manage their time effectively.
· Dependability
The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. Possesses a positive attitude and a commitment to providing exceptional service.
· Technology
The individual can utilize word processing, spreadsheet, and presentation software, and more importantly, the ability to master our CRM (client, scheduling, and invoicing software) and improve its functionality for our business.

Qualifications – Knowledge, Skills, and Abilities
• Education and Experience: High school diploma or equivalent; additional education is a plus. Proven experience in customer service, preferably in a phone-based role. Familiarity with the residential / commercial cleaning, and/or the restoration industry is a plus.
• Financial Reporting : Can pull and format basic sales reports from our reporting systems.
• Leadership Skills: Thrives in a collaborative team environment and effectively contributes to teamwork. Inspires and motivates employees to maintain exemplary levels of quality and service. Positively influences all facets of the business.
• Mathematical Skills : Possesses adequate mathematical aptitude, including the ability to calculate rates, ratios, and percentages.
• Computer Skills: Exhibits comprehensive knowledge of computerized information systems and their applications across all business domains. Demonstrates intermediate to advanced proficiency in using computers, customer service software, CRMs, and various software, particularly MS Office, Word, and Excel.

Working Environment
During the course of performing this job, the employee will regularly need to handle moderate to high call volume, during peak hours. Additionally, the job may involve regular lifting and/or moving of items weighing up to 10 pounds and frequent lifting and/or moving of items weighing up to 25 pounds. The noise level in the work environment is generally quiet.