Customer Service Representative

TWO MEN AND A TRUCK®; Calgary; On-site; CAD 38,000 - 52,000; Full time

Job summary

TWO MEN AND A TRUCK Calgary is hiring a customer service representative to grow sales by partnering with franchise staff and delivering outstanding service to all TWO MEN AND A TRUCK customers.

You will handle inquiries, input data into our Movin' software to estimate costs and schedule moves, and provide service recommendations based on customer needs. Maintain professionalism and accuracy to support profitability.

Qualifications

• High school diploma or equivalent preferred.
• 6–12 months of customer service and/or office experience required.
• Outside or inbound sales and/or moving industry experience preferred.
• Excellent customer service skills (friendly, courteous, helpful).
• Strong listening and communication abilities; good grammar and diction.
• Organized with time management skills and attention to detail.
• Able to analyze problems and provide solutions; confident selling skills.

Responsibilities

• Serve as the first point of contact for customers to establish rapport and trust in services.
• Ask open-ended questions to determine customer requirements and expectations.
• Input information accurately into the company software to estimate costs and schedule moves.
• Make service recommendations based on customer needs and availability of options.
• Educate customers on terminology, policies, and procedures to improve satisfaction and profitability.
• Schedule moves and coordinate with movers and trucks; assist management with staffing needs.
• Prepare move-related paperwork and documentation daily.

Skills

Customer service

Effective listening

Communication skills

Grammar and diction

Organizational skills

Problem solving

Attention to detail

Sales skills

Team player

Adaptability

Basic computer skills

Business math

Professional image

Integrity and ethics

Bilingual (nice-to-have)

Education

High school diploma or equivalent

Job description

Job Description

The customer service representative is responsible for growing sales by partnering with other franchise staff to provide outstanding customer service to all TWO MEN AND A TRUCK® customers through in-depth knowledge of company products and services

Job Responsibilities

• Acts as the first point of contact for new and existing customers to establish a rapport and build confidence in TWO MEN AND A TRUCK services
• Asks open-ended, probing questions to determine customer requirements and expectations
• Directly and accurately inputs information in to “Movers Who Care®” software to estimate cost for customers, as well as scheduling needs for movers, drivers and trucks
• Makes recommendations according to customer's needs on moving services, boxes, supplies and equipment and other value-added services; may recommend alternate services and/or products based on cost, availability or customer specifications
• Educates customer on terminology, policies and procedures, anticipated delays and any additional information needed to increase customer satisfaction and improve profitability
• Complies with federal, provincial, and local legal requirements when scheduling moving services and staff
• Continually maintains thorough understanding of all company products, services, pricing and promotions in order to communicate the benefits and value of TWO MEN AND A TRUCK and effectively oppose any customer objections
• Prepares all move-related paperwork and documents on a daily basis
• Obtains customer feedback through regular follow-up calls, both during and after moves to ensure ongoing customer satisfaction and proactively resolve any complaints
• Calmly and professionally handles displeased customers and provides timely feedback to management regarding customer concerns
• May assist management with scheduling and tracking of movers and drivers in accordance with move requirements
• May prepare various reports for management as well as gather research and statistics
• May prepare proposals, letters, mass mailings, and other miscellaneous correspondence
• May participate in various marketing activities including networking, direct mail and charitable move coordination
• Ensures display area is maintained in a clean and professional manner; i.e. brochure stocks and box displays
• All other duties as assigned

Job Requirements

• High school diploma or post graduate is preferred.
• A minimum of six months to one year of customer service and/or office experience is required
• Outside or inbound sales and/or TWO MEN AND A TRUCK or moving industry experience is preferred
• Excellent customer service skills (friendly, courteous and helpful)
• Effective listening and communication skills
• Good grammar, voice and diction
• Good organizational and time management skills
• Ability to analyze and solve problems effectively
• Accurate; consistent attention to detail
• Demonstrated understanding and application of effective selling strategies and techniques
• Confidence to initiate customer contact, and comfortable asking for the sale
• Strong team player who works productively with a wide range of people and personalities
• Comfortable in a fast-paced environment; able to adapt quickly to changing priorities
• Basic computer and keyboarding skills
• Able to perform basic business math
• Able to present a professional image at all times to customers and vendors
• Demonstrated integrity, ethical standards, and commitment to TWO MEN AND A TRUCK Core Values
• Bilingual is a plus

This job posting is for a position at the individually owned and operated TWO MEN AND A TRUCK® franchise located in Calgary, Alberta. The employer at this location is SOKA3D Incorporated.