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USA

Customer Service Representative

locationManassas - Virginia (VA),

atBeacon Electrical Services Inc

Job Description:

Beacon Electrical Services

Customer Service Representative (CSR)

Job Summary:

We are a team of home service experts who go the extra mile to ensure peak performance for our customer s electrical systems. The Customer Service Representative will interact with the company s customers by addressing inquiries and resolving complaints. You will promote customer satisfaction by converting incoming and outgoing customer calls into booked service appointments. An important goal is to maintain a full three day call board.

Duties/Responsibilities:

  • Answering inbound calls using a scripted template
  • Follow up on non-booked calls or cancelled/rescheduled calls
  • Provide consistent outbound calling
  • Utilize SendoutCard.com program to send customer Thank You cards and to acknowledge customer life events.
  • Interacts with customers via telephone, email, or text to provide support and information on services.
  • Enters job orders for services using Service Titan and other software programs.
  • Fields customer questions and complaints; when the issue is beyond the representative s knowledge, forwards to the Office Manager, Service Manager or other appropriate staff.
  • Ensures that appropriate actions are taken to resolve customers problems and concerns.
  • Maintains customer accounts and records of customer interactions with
details of inquiries, complaints, or comments.
  • You will need to learn the call script in order to sound professional and authentic when speaking with our customers.
  • Participate in training so that you grow and develop as a professional.
  • Maintain and update our customer database with complete and accurate information.
  • Maintain communication with dispatch and your manager.
  • Performs other related duties as assigned.
  • Required Skills/Abilities:

    • Excellent communication skills including active listening.
    • Service-oriented and able to resolve customer grievances.
    • Proficient computer skills with the ability to learn new software.

    Education and Experience:

    • High school diploma or equivalent.
    • Customer service experience required.

    Physical Requirements:

    • Prolonged periods sitting at a desk and working on a computer.
    • Must be able to lift up to 15 pounds at times.

    What we offer:

    • A family. This is last on the list because it s most important. We care about our team, and expect you to bring that same caring when you join. You will have the flexibility of working at home. We do a lot more than just work. You ll come to love our company outings, and you ll build life-long friendships at Beacon Electrical Services.

    Equal Opportunity Employer

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