Customer Service Representative at Mario Purchaser LLC – Hagerstown, Maryland

JOB SUMMARY:

The Customer Service Rep. converts incoming service request into booked calls for our Service Technicians. The CSR is the first line of communication with current and potential customers and serves a key role in building the customer relationship as well as setting the customers’ expectations about the company. .

ESSENTIAL JOB FUNCTIONS:

• Successfully convert requests for service into booked appointments to meet individual and team KPI goals
• Correctly identify customer needs and overcome objections that may impede call booking
• Accurately collect and enter all necessary customer information into the service database
• Answers all calls with a sense of urgency while providing superior customer service at all times
• Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
• Follow-up with customers to ensure overall satisfaction with customer experience and service
• Effectively handles all other lead sources; such as web leads and answering service messages.
• Successfully performs opening and closing duties.
• Ensure safety best practices are followed in the field.
• Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of
• Responsible for the distribution of service window updates to all service teams.
• Capture and distribute customer concerns to the appropriate service team(s).
• Other duties as assigned.

QUALIFICATIONS/ABILITIES:

• Ability to demonstrate a positive, friendly and helpful demeanor at all times
• Ability to demonstrate active listening skills
• Exceptional oral and written communication skills
• Professional and collaborative with other internal staff
• Self-starter with strong self-accountability mindset in achieving set individual and team goals
• Ability to work in a fast-paced environment with multiple priorities
• Attention to detail and good organizational skills
• Receptive to coaching for improved performance
• Able to work a flexible schedule including evenings, weekends and holidays shift

EDUCATION/EXPERIENCE REQUIREMENTS:

REQUIRED:

• High school diploma required
• Call center experience

PREFERRED:

• 3+ year experience working in a customer service role
• Proficient in Microsoft Office
• Sales experience a plus

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Professional Office Environment
• Ability to sit for extended periods of time

BENEFITS:

Compensation: Based on experience

Benefits: Standard benefit plan for full-time, regular employees

SCHEDULE:

Monday-Friday 8am-5pm; can change as business needs change