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Customer Service Representative
Are you an empathetic & optimistic customer service representative that treats every customer like a VIP?
Is "Enthusiasm" your middle name?
Would you enjoy working for a company with strong moral values that actually follows them? (honesty, integrity, fairness, and respect, and we always strive to make it easy for our customers to do business with us)
Hourly rate $15-17/hr + commission + OT often available, average total $33,000 to $40,000+ per year; Sound appealing?
Join us at Morris-Jenkins, voted #1 Top Workplace in the mid-size category by Charlotte Observer in 2016! Our company culture is unmatched (we know how to have fun!). See for yourself by viewing the Morris-Jenkins YouTube Channel. Help us help our customers feel comfortable in their own homes!
Morris-Jenkins is the market leader for residential HVAC service in Charlotte, NC. We are proud of our past and even more excited about our future. Morris-Jenkins Co. continues a 59 year trend of growth and stability. Our customers love us and keep recommending our services, so we're trying to keep up with the constant demand.
Primarily responsible for providing excellent customer service by utilizing knowledge of our company’s products and programs. Customer Service Representatives are responsible for resolving a variety of customer inquiries such as booking service appointments, scheduling maintenances, updating financial information, also resolving customer concerns by determining the problem and ensuring resolution.
DUTIES & RESPONSIBILITIES:
Provide customer satisfaction through effective & timely one-call resolution for a variety of customer inquiries, building customer loyalty
Execute various sales initiatives & educate customers on value/benefit, increasing revenue
Utilize resource documentation for reference and the provided automated & training tools to deliver exceptional customer service
Meet department productivity and quality standards
Demonstrate positive & cooperative behavior with customers and coworkers
Must partner with Dispatch, (Priority Advantage) Maintenance Agreements Department, Technicians and Installers to provide customers with service, as outlined in department policies and procedures, while meeting or exceeding customers’ expectations
Must address customer issues and ensure effective, long-term problem resolution
Provide timely & accurate information to incoming customer orders, order status, and product knowledge requests
Respond to customer inquiries via telephone, e-mail and/or chat
Process customer orders/changes according to established policies and procedures using tracking software
Provide timely feedback to company regarding service failures or customer concerns
Must be “clocked in” and ready to start receiving calls, as scheduled
Complete training requirements to stay updated on existing/new systems & products, to develop skills, and to maintain alignment with company values and organizational requirements
All other duties and responsibilities, as assigned by supervisor/manager
1 year of experience in customer service
Excellent interpersonal & communication skills
Exceptional time management skills with the ability to organize and manage multiple tasks at once
Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
Alignment & commitment to company values (honesty, integrity, fairness, and respect)
Ability to work evenings, weekends, or varied shifts, as assigned, with reliable transportation and predictable, consistent attendance
High School Diploma or GED
1 year of experience in a call center environment
Prior sales experience
3+ years of experience in customer service
Morris-Jenkins is proud to offer:
Competitive pay ($15-17/hr + uncapped commission + frequent OT available)
Generous PTO (Paid Time Off) awarded
7 paid holidays annually - may be required to work and will receive additional compensation
Medical, dental, vision, life, long & short term disability insurance