Thanks for visiting our Job Board. Please review our open positions and apply to the positions that match your qualifications.
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?
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
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)
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