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Job Overview:
We are a locally owned small business seeking a dedicated and professional Customer Service Representative to join our team. The ideal candidate will be responsible for handling incoming and outgoing customer service calls and emails, organizing customer service lists, setting appointments, and supporting general office operations. This role requires excellent communication skills, a strong attention to detail, and a proactive approach to customer satisfaction.
Key Responsibilities:
Answer incoming phone calls promptly and professionally, addressing customer inquiries and concerns.
Make outgoing customer service calls to current customers to follow up on services and ensure satisfaction.
Organize and manage customer service lists, ensuring proper communication based on account size and history, including determining when to email or call customers.
Provide onsite inspections as needed, to be determined by Operations Manager.
Upsell additional services, including carpet cleaning, stripping and waxing of VCT floors, window cleaning, and more, to existing customers.
Draft and send extra work authorizations forms, one-time work authorization forms, and service agreements to both current and one-time customers.
Perform general office tasks, including making copies, organizing files, and shredding outdated documents.
Qualifications:
High school diploma or equivalent; additional education or customer service certifications are a plus.
Proven experience in customer service, preferably in a similar role.
Excellent communication and interpersonal skills, both verbal and written.
Ability to multitask and manage time effectively in a fast-paced environment.
Strong attention to detail and organizational skills.
Proficient in Microsoft Office Suite and basic office equipment.
Ability to work both independently and as part of a team.
Previous experience in upselling or sales is a plus.
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