Customer Service Representative

Job Description

Job Description

Who are we?

At Triangle Home Services, we live by our motto that we are professionals serving professionals. We offer an environment where our team members exercise respect, integrity, service and excellence. We keep our promises, improve quality of life, and fulfill the need for peace of mind at every interaction. We are a local, family owned company whose purpose is to enhance the lives of everyone who interacts with our company.

Position Summary:

The Customer Account Manager is a professional customer service representative position within our Call Center. This professional is responsible for learning a customer’s household needs and providing solutions to problems over the phone.

This position is required to transfer, provide information and offer assistance and occasionally sell on all aspects of Triangle Home Services to potential and current customers by telephone, email or text.

Essential Job Functions:

Enhances the customer experience by speaking with customers by telephone to provide information about services, enter orders, transfer services or escalate complaints. Serves as expert and educator to customers on all TPC services and packages

Navigates and uses various databases and applications to accurately and quickly capture, maintain and retrieve records of customer transactions, inquiries, complaints, or comments, as well as actions taken. Maintains call and data entry accuracy levels that meet department expectations.

Follows TPC policies and procedures to accomplish all responsibilities and maintains confidentiality of customer information, including both personal and financial information.

Assists when needed to sell TPC services to achieve monthly revenue and sales quotas. Attempts to sell on every call regardless of the customer’s initial reason for calling, such as billing calls, service calls and complaint calls.

Job Requirements:

Must be available to work any time between 7:30am - 7pm (Monday - Friday) and occa9am - 5pm (Saturday).

Must have ability to persuasively present products and services to meet customer needs, address and overcome objection and close sales.

Must demonstrate commitment to provide the highest quality of service to the customer.

Must be competitive and be driven by daily, weekly and monthly goals and stay motivated to meet work objectives while working within policy and acceptable standards.

Must organize work and time to ensure delivery of results and display a strong work ethic.

Maintain high performance levels in very difficult, changing, uncertain and/or other stressful situations.

Must have ability to multitask and prioritize in a fast-paced environment; listen to individuals on the telephone while at the same time navigating screens and entering information they provide.

Must follow through on commitments and maintain the confidentiality of customer and business data.

Must provide a unique positive customer experience for each Triangle customer by adapting his/her own interpersonal and sales approach to the customer’s own interpersonal style and situation.

Must have the ability to remain engaged with customers until a problem or complaint is handed off or escalated.

Must be able to speak in a logical, organized and confident manner, get one’s point across clearly when speaking to others, and actively listen to others. Quickly read and comprehend written materials.

Have the ability to remain calm and reasonable during tense or stressful situations, escalate complaints with customers in a positive constructive manner and freely share information with others.

Must identify problems and root causes within calls and effectively analyze information to generate alternatives even when data is limited or solutions produce unpleasant consequences.

Must constantly pursue self-development, seek feedback from others and be receptive to coaching and constructive feedback.

Must quickly learn and apply knowledge learned through formal training and on-the-job experiences to perform the job.

Must have the ability to quickly navigate between multiple screens, databases, and complex data entry systems.

Must be proficient at typing and entering data into applications using a keyboard.

Must be familiar with basic operations of Windows/Apple operating systems, internet browsers (e.g. Explorer, Chrome, Safari) and email (e.g. Microsoft Outlook).

Education:

College degree (Preferred)

High school diploma or general education degree (GED) (Required)

Experience:

Minimum of 6 months experience working with customers. (Required)

At least 6 months of employment working in a call center. (Preferred)

At least 6 months of employment using a computerized system as a central part of the job. (Preferred)

Pay Structure:

Pay for this position is an hourly rate plus performance pay.

We are an equal opportunity employer and value diversity at our company.

*Hourly rate is based off of experience*