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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.

SUMMARY DESCRIPTION:

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

MINIMUM QUALIFICATIONS:

  • 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

PREFERRED QUALIFICATIONS:

  • 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
  • 401(k) Retirement plan
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