Customer Service Representative / Scheduler / Telemarketer

Job Title: Customer Service Representative (CSR)

Department: Office

Reports To: Office Manager / Assistant Office Manager

Classification: Non-exempt

Job Summary: The CSR answers incoming customer calls and provides exceptional customer service. CSRs also  handle any customer concerns and complaints. CSRs must possess a high work ethic, be an excellent listener and communicator, have good computer skills, good phone and marketing skills, and be detail-oriented.

Essential Duties and Responsibilities:

• Answers incoming calls from customers and provides exceptional service; schedules service

appointments; accurately collects and updates customer information for the estimator and company  records; educates and up sells customers on company and services; actively listens to every caller and makes appropriate recommendations

• Writes and follows up on estimates including marketing codes, customer name, address, phone

number, email, date, pressure wash/roof wash on map

• Places outgoing communications: quality assurance calls to ensure each customer is happy with the  service they received within 1-2 days of service; text message reminders to customers prior to jobs; appointment confirmation calls (if texts are not responded to); marketing calls (3-5 pages daily); and accounts receivables

• Creates time and fuel efficient routes for scheduled appointments for technicians and makes

adjustments as needed

• Resolves service concerns when necessary: determines the cause of the problem, selects and explains  the best solution to solve the problem, expedites the correction or adjustment, and follows up to ensure resolution

• Voicemail: checks messages, changes voicemail daily, and returns all calls in the morning

• Maintains and updates software database: input new customers, jobs, estimates, and tasks;

print/email route sheets; print work orders and invoices; email invoices; close service software at the  end of the day on all computers

• Closes books from previous day’s work: double checks notes on work order and report cards and

makes sure they are input into the system; checks to see if the job needs to be turned into a project;

double checks the accuracy of customer checks (such as writing and/or underlining last names to

match the system on the check)

• Creates accurate crew work books/binders daily

• Starts snow contracts in August and sends out contracts to customers in the beginning of September 

• Writes up detailed complaints in software system, adds complaints to log, prints map and puts in

estimate or complaint file

• Cleaning duties (laundry, dishes, spot clean before interviews, etc.)

• Emails route sheets daily and provides them to Field Operations Manager by 3:00 pm

• Corrects any errors found on estimates, invoices, or other documents

• Cash must be given to General Manager or President along with a copy of the work order

• Transcribes messages accurately (on message pads) and, depending on the urgency of the message,  directs them to the appropriate parties either physically or by e-mail

Other Duties and Responsibilities:

• G&S Window Washing is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, genetic

information, pregnancy, veteran status, disability, or any other status protected by law.

Physical Requirements:

• Regularly required to sit

• Frequently required to reach with hands and arms

• Occasionally required to stand, walk, stoop, kneel, or crouch

• Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds

Eligibility Requirements:

• Prior experience working in an office of a service company that sends crews to customer’s property

• Inside phone sales experience

• Accurate, organized, and detail-oriented

• Simple math skills

• Basic knowledge of Oakland County

• Ability and knowledge of CRM and scheduling software

• Basic to intermediate computer skills a must

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or  responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.