Customer Service Representative
Michael & Son Services Inc, Richmond, Virginia, United States, 23214
Michael and Son Services has been in business since 1976. Our mission is to exceed our customer's expectations and provide a memorable experience. Michael and Son Services, Inc. is the premier, multi-state provider of Electrical, Plumbing, HVAC, Handyman, and Restoration Services. Our company provides an excellent work environment and is passionate in it's dedication to achievement. We place an enormous value on the welfare and commitment of our employees as well as the superior level of service they provide to our customers.
The Customer Service Representative should be skilled at higher level thinking, be able to approach the customers as a trusted advisor and consultant, to ask qualifying and insightful questions, probe for the customer's need and uncover issues, and provide detailed work requirements so the technician can properly detail work requirements for customers. Service Titan experience would be helpful but is not required.
We train our Representatives to be successful.
This is a full-time
position of 40 hours per week in our
Richmond Call Center . Overtime is available during our peak times.
Job Functions
Open and maintain customer accounts
Recommend beneficial products or services to customers to solve their needs
Contribute to team effort by accomplishing related results as needed
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers. Other duties as assigned
Requirements
Proven customer support experience. Familiar with computer functionality
Track record of over-achieving
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of personalities
Flexible schedule, must be able to work weekends
Team Oriented
Excellent communication and presentation skills
Ability to multitask, prioritize and manage time effectively
Bachelor's or Associate's Degree Preferred, High School Diploma or GED Required
Must possess higher level thinking skills, ability to follow a set process. Strategic thinker mindset
Must be able to successfully pass a comprehensive background check
Customer Service Representative top skills and proficiencies
Goal Oriented
Problem Solving
Loves Helping People
Likes to Have Fun
Solution/Consultative sales skills, ability to conduct a needs assessment and uncover issues, then communicate these needs and issues to the right trade while setting p the service call
Duties
Handle inbound customer service inquiries and maximize sales opportunities
Strive to achieve goals using approved scripts, strategies and technology
Probe for additional sales opportunities (cross-sell)
Remind previous clients of recommendations made my technicians and assess current needs
Coordinate service appointments
Why should you work for the Michael and Son family?
We promote from within
We build leaders who are developed, coached and trained
We provide career pathing with continuous training and development
You will be working with a great group of like-minded, high performing people
Excellent hourly pay rate + Bonus
Comprehensive benefits after 30 days including Medical, Dental and Vision
Supplemental Life Insurance, Short Term and Long Term Disability, Legal Shield and FSA
401K Plan with Company match
Paid Holidays and Paid Time Off
Growth Potential
Michael and Son Services provides Equal Employment Opportunities to all qualified applicants for employment and prohibits discrimination and harassment of any type and/or other characteristics protected by federal, state or local laws.
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The Customer Service Representative should be skilled at higher level thinking, be able to approach the customers as a trusted advisor and consultant, to ask qualifying and insightful questions, probe for the customer's need and uncover issues, and provide detailed work requirements so the technician can properly detail work requirements for customers. Service Titan experience would be helpful but is not required.
We train our Representatives to be successful.
This is a full-time
position of 40 hours per week in our
Richmond Call Center . Overtime is available during our peak times.
Job Functions
Open and maintain customer accounts
Recommend beneficial products or services to customers to solve their needs
Contribute to team effort by accomplishing related results as needed
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers. Other duties as assigned
Requirements
Proven customer support experience. Familiar with computer functionality
Track record of over-achieving
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of personalities
Flexible schedule, must be able to work weekends
Team Oriented
Excellent communication and presentation skills
Ability to multitask, prioritize and manage time effectively
Bachelor's or Associate's Degree Preferred, High School Diploma or GED Required
Must possess higher level thinking skills, ability to follow a set process. Strategic thinker mindset
Must be able to successfully pass a comprehensive background check
Customer Service Representative top skills and proficiencies
Goal Oriented
Problem Solving
Loves Helping People
Likes to Have Fun
Solution/Consultative sales skills, ability to conduct a needs assessment and uncover issues, then communicate these needs and issues to the right trade while setting p the service call
Duties
Handle inbound customer service inquiries and maximize sales opportunities
Strive to achieve goals using approved scripts, strategies and technology
Probe for additional sales opportunities (cross-sell)
Remind previous clients of recommendations made my technicians and assess current needs
Coordinate service appointments
Why should you work for the Michael and Son family?
We promote from within
We build leaders who are developed, coached and trained
We provide career pathing with continuous training and development
You will be working with a great group of like-minded, high performing people
Excellent hourly pay rate + Bonus
Comprehensive benefits after 30 days including Medical, Dental and Vision
Supplemental Life Insurance, Short Term and Long Term Disability, Legal Shield and FSA
401K Plan with Company match
Paid Holidays and Paid Time Off
Growth Potential
Michael and Son Services provides Equal Employment Opportunities to all qualified applicants for employment and prohibits discrimination and harassment of any type and/or other characteristics protected by federal, state or local laws.
#J-18808-Ljbffr