Customer Service Representative
Thornton & Grooms, Farmington Hills, MI, United States
Position:
Customer Service Representative
Location:
Farmington Hills, MI
Job Id:
670
# of Openings:
1
The Big Task The Customer Service Representative will provide each customer with a delightful experience while booking jobs into the 3-day board.
KeySub-Tasks
At the end of the first 6 weeks, you will be expected to:
Have a thorough understanding of our brand and core values
Understand and read the 3-day board
Navigate our Customer Relationship Management (CRM) tool, Teams, and phone system
Effectively book outbound calls, inbound calls, chats, online leads, etc.
Pass our CSR training assessment
Achieve a raw inbound call booking rate of 27%+
Achieve an adjusted inbound call booking rate of 75%+
Average handle time between 3-6 minutes
Achieve a Quality Score of 75%+
At the end of the first 3 months, you will be expected to:
Achieve a raw inbound call booking rate of 37%+
Average handle time between 3 and 4.5 minutes
Achieve an average quality score of 75%
Inbound touches a minimum of 35 per day
At the end of the first 6 months, you will be expected to: Ongoing tasks:
Follow all department procedures and processes
Utilize the “Six Steps of a Call” to create a consistent customer experience
Communicate effectively with customers and team members alike
Support our Home Care Club members by booking their pre-paid appointments and renewing their plans
Make outbound calls when requested by the manager to meet booking goals
Complete administrative tasks as assigned by your Manager
Key Performance Indicators (KPI)
Uphold, support, and engage in our purpose and core values
Achieve a raw inbound call booking rate of 37%+
Average handle time between 3 and 4.5 minutes
Achieve an average quality score of 80%+
Inbound touches a minimum of 35 per day
Desired Skills & Experience:
Applicants must have a high school diploma or GED
2-3 years of Customer Service and/or Call Center experience
Strong verbal and written communication skills
Good typing skills
Experience with Microsoft Office and Teams is preferred
Requirements Ability to pass prescreening requirements: Clear 9-panel drug test and background check
Core Values:
Love
Team
Professionalism
Today
Mission Statement: To be ever building the professionalism, integrity, and honor of the trades.
#J-18808-Ljbffr
Customer Service Representative
Location:
Farmington Hills, MI
Job Id:
670
# of Openings:
1
The Big Task The Customer Service Representative will provide each customer with a delightful experience while booking jobs into the 3-day board.
KeySub-Tasks
At the end of the first 6 weeks, you will be expected to:
Have a thorough understanding of our brand and core values
Understand and read the 3-day board
Navigate our Customer Relationship Management (CRM) tool, Teams, and phone system
Effectively book outbound calls, inbound calls, chats, online leads, etc.
Pass our CSR training assessment
Achieve a raw inbound call booking rate of 27%+
Achieve an adjusted inbound call booking rate of 75%+
Average handle time between 3-6 minutes
Achieve a Quality Score of 75%+
At the end of the first 3 months, you will be expected to:
Achieve a raw inbound call booking rate of 37%+
Average handle time between 3 and 4.5 minutes
Achieve an average quality score of 75%
Inbound touches a minimum of 35 per day
At the end of the first 6 months, you will be expected to: Ongoing tasks:
Follow all department procedures and processes
Utilize the “Six Steps of a Call” to create a consistent customer experience
Communicate effectively with customers and team members alike
Support our Home Care Club members by booking their pre-paid appointments and renewing their plans
Make outbound calls when requested by the manager to meet booking goals
Complete administrative tasks as assigned by your Manager
Key Performance Indicators (KPI)
Uphold, support, and engage in our purpose and core values
Achieve a raw inbound call booking rate of 37%+
Average handle time between 3 and 4.5 minutes
Achieve an average quality score of 80%+
Inbound touches a minimum of 35 per day
Desired Skills & Experience:
Applicants must have a high school diploma or GED
2-3 years of Customer Service and/or Call Center experience
Strong verbal and written communication skills
Good typing skills
Experience with Microsoft Office and Teams is preferred
Requirements Ability to pass prescreening requirements: Clear 9-panel drug test and background check
Core Values:
Love
Team
Professionalism
Today
Mission Statement: To be ever building the professionalism, integrity, and honor of the trades.
#J-18808-Ljbffr