Customer Service Representative II

Estes Services Atlanta , GA 30301

Posted 1 week ago

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Description

Responsibilities include the following (other duties may be assigned as needed):

  • Using proper telephone and email etiquette and techniques to answer customer calls in a timely, polite and professional manner

  • Work with a high degree of accuracy while placing orders within the system following established policies and procedures

  • Proper booking of technicians and installers within Estes Services scheduling system

  • Assist dispatchers and management with scheduling of technicians and installers

  • Efficiently and professionally respond to customers and management on questions pertaining to scheduling, parts, or customer accounts. May also be a resource for newer CSRs.

  • Utilizes established pricing for services and agreements

  • Suggestive selling capabilities through outbound/inbound calls to help build the Estes Services performance maintenance agreement customer base and increase company revenues

  • Expected to resolve more complex customer issues

  • Can make service commitments for long term PMA customers that are out of normal policy parameters with direct management approval

Requirements

Requirements/Education:

  • Applicants must have at least a High School Diploma or GED
  • 0 2 years Customer Service Representative or equivalent experience (level I)
  • 2 5 years Customer Service Representative or equivalent experience (level II)
  • Associates degree is preferred

Technical Competencies:

  • Phone system operation (1 year)

  • Intermediate operating system proficiency

  • Intermediate HVAC, electrical, plumbing product and service knowledge

  • Excellent typing skills

Competencies Required:

  • Composure

  • Dealing with Ambiguity

  • Time Management

  • Peer Relationships

  • Problem Solving

  • Managing Conflict

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


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Customer Service Representative II

Estes Services