Customer Service Representative
Locations: Rochester, NY
We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information, schedule service appointments and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to customer service representatives. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Strong multi-tasking skills/ability required. Strong attention to detail required
Responsibilities:
- Answering incoming phone calls - Offering great customer service and solutions to every customer you are working with in a calm, empathetic and confident manner
- Scheduling appointments and optimizing service routes
- Communicating information with field techs as needed
- Operating personal computer to access e-mail, electronic calendars, and other basic office support software including CRM/work order data entry
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team targets & goals
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Handle credit card processing & customer payments
- Go the extra mile to engage customers
Skills:
- Proven customer support experience or experience as a client service representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multitask, prioritize, and manage time effectively
- High school degree
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Job Type: Full-time, Part-time
Salary: $18.00 - $23.00 per hour
Schedule:
- Monday to Friday in off season
- Monday to Friday with some weekends on call during busy season
Ability to commute/relocate: Rochester, NY 14623: Reliably commute or planning to relocate before starting work (Required)
Education: High school or equivalent (Preferred)
Experience:
- Customer service: 3 years (Required)
- Administrative Assistants & Receptionists: 2 years (Required)
License/Certification: Driver's License (Preferred)
Work Location: In person
Shift:
- Day shift
- Morning shift
Weekly Day Range: Monday to Friday