Position: Home Comfort Customer Service Representative

Reports to: Regional Manager

Status: Full time, hourly non-exempt

Hourly Rate: $18 - $22

ESSENTIAL FUNCTIONS – include and are not limited to:

Consistently render the best customer satisfaction to customers. Must productively multitask and efficiently navigate industry specific software. Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. Consistently practice and participate in suggested selling and information gathering. Recommend other products and services to customers based on purchase or order history. Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of service or delivery related issues. Participates and provides expertise as a member of the customer service’s departmental team. Execute customer service team’s objectives to render the best customer satisfaction possible 100% of the time. Must be able to remain in a stationary position 90% of the time. Adhere to company policies and procedures 100% of the time.

RESPONSIBILITIES – include and are not limited to:

Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers. Works with the organization’s personnel to resolve problems, facilitate solutions and enhance customer service offerings. Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel. Responsible for notifying administration of any required updates of customer records on the organization’s internal database. Provides back-up support to other group members in the performance of job duties as required. Answers customer inquiries/communications as required. Attend and participate regularly in branch staff meetings. Maintains detailed call activity reports and provides them to upper management when required. Provides activity/statistical summary reports each week to the Branch Manager each day. Conducts follow up phone calls to survey respondents who have concerns or questions. Comply with company dress code 100% of the time. Maintain confidentiality 100% of the time in regards to customer and company information. Reports to work with minimal absenteeism or tardiness. Attend job related training and informational seminars as requested. Performs other job related activities and special projects as assigned.

QUALIFICATIONS AND SKILLS – include and are not limited to:

Proficient in Microsoft Office Suite. 2 years progressive customer service or direct marketing experience preferred. Must work well under pressure, be able to juggle many projects simultaneously, and have excellent interpersonal and communication skills. Possess a high school/vocational school diploma or G.E.D. and related certification.