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
Phone system operation (1 year)
Intermediate operating system proficiency
Intermediate HVAC, electrical, plumbing product and service knowledge
Excellent typing skills
Dealing with Ambiguity
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.