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Web CSR (Customer Service Representative)

  • Are you an empathetic & optimistic customer service representative that treats every customer like a VIP?
  • Do you have a quirky, creative side and strong marketing/sales mindset with impeccable written communication skills?
  • How would you like to be valued and compensated generously for doing your job well?

If so, this job might be for you!  Read on and apply if interested & qualified.

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, and already in Plumbing service too after just launching a few weeks ago. 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.

This job is like a cross between an email/chat CSR and a marketing specialist, crafting enticing promotional emails and responding to customers & fans through social media.  Sounds fun, doesn't it?

SUMMARY DESCRIPTION:

Primarily responsible for providing excellent customer service via e-mail and online chat by utilizing knowledge of our company’s products and programs to resolve 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:

  • Provides initial contact and outstanding customer service via e-mail and Live Chat to a variety of customers
  • Up-sells and cross-sells while providing a genuine customer service experience
  • Evaluates customer’s situation and needs while setting up maintenance calls and other appointments to set the stage before a technician goes to their home
  • Fields general customer inquiries, answers contract questions, troubleshoots problems, and resolves concerns for long-term resolution
  • Monitors online reputation for customers posting positive and negative feedback
  • Assists in creating and monitoring various e-blast campaigns to both customers and prospects, including writing persuasive subject lines to entice recipients to open e-mail and compelling content for the body of the e-mail
  • 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
  • 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
  • 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 responding to messages and emails, 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

MINIMUM QUALIFICATIONS:

  • 1 year of experience with sales and customer relations via e-mail or chat correspondence
  • Excellent written & verbal communication skills fluently in the English language
  • Ability to write and communicate concisely, yet persuasively
  • Impressive Customer Service skills with emphasis on the ability to properly defuse situations and maintain good rapport with customers without verbal communication
  • Strong multi-tasking skills with the ability to assist multiple customers at a time
  • Able to think quickly, as well as anticipate & solve problems effectively
  • High School Diploma or GED
  • Demonstrated competency in Windows-based PC environment, internet, and use of automated systems
  • Keyboard typing proficiency a minimum of 50 WPM
  • Alignment & commitment to company values (honesty, integrity, fairness, and respect)

PREFERRED QUALIFICATIONS:

  • Bachelors degree in related field, such as Business Admin., Marketing, Public Relations, etc.
  • 3+ years of experience with sales and customer relations via e-mail or chat
  • Prior experience in e-mail marketing

Morris-Jenkins is proud to offer:

  • Competitive pay ($15/hr + uncapped commission + occasional 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
  • Advancement & training opportunity
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