Customer Care Specialist – Call Center

Jobtailor; Deutschland; Remote; EUR 28.000 - 36.000; Vollzeit

Zusammenfassung

SERVPRO Franchise is seeking a professional to identify, capture, and deliver revenue-generating residential and commercial opportunities. You will connect customers with qualified SERVPRO Franchisees across the United States and parts of Canada, answer calls, and represent the SERVPRO Franchise community.

In this fast-paced role you will manage inbound and outbound calls, dispatch leads based on territory and criteria, monitor incident alerts, and support other departments while delivering

Qualifikationen

• Ability to read, write, and speak English clearly and professionally.
• At least one year of customer service experience; call center experience preferred.
• Outstanding written and verbal communication skills.
• Excellent customer service skills, including listening and questioning.
• Excellent organizational skills and strong attention to detail.
• Typing speed of at least 40+ words per minute with minimal errors.

Aufgaben

• Identify, capture, and deliver revenue-generating residential and commercial opportunities.
• Connect customers with qualified SERVPRO Franchisees throughout the United States and parts of Canada.
• Answer all incoming phone calls and represent the SERVPRO Franchise community.
• Manage inbound and outbound calls according to department performance goals.
• Capture referrals for job leads received by telephone and electronically.
• Dispatch job leads based on Franchise status, territory assignment, and commercial large loss criteria.
• Promote customer service throughout the SERVPRO System and insurance community.
• Pursue one-call resolution for vendors, customers, and Franchisees.
• Monitor multiple alert sources for the Incident Alert Center.
• Research and dispatch commercial chase lead opportunities according to procedures.
• Notify Distributors of Franchises violating National Accounts Guidelines criteria.
• Assist other departments as needed.
• Complete required training and coaching sessions.

Kenntnisse

Customer Service

Call Center

Outstanding Communication

Typing Speed 40+ WPM

Multitasking

Calm under Pressure

Ausbildung

High School Diploma or GED

Tools

Microsoft Office 2007/2010

CRM Software

Jobbeschreibung

• Identify, capture, and deliver revenue-generating residential and commercial opportunities
• Connect customers with qualified SERVPRO Franchisees throughout the United States and parts of Canada
• Answer all incoming phone calls and represent the SERVPRO Franchise community
• Manage inbound and outbound calls according to department performance goals
• Capture referrals for job leads received by telephone and electronically
• Dispatch job leads based on Franchise status, territory assignment, and commercial large loss criteria
• Promote customer service throughout the SERVPRO System and insurance community
• Pursue one-call resolution for vendors, customers, and Franchisees
• Monitor multiple alert sources for the Incident Alert Center
• Research and dispatch commercial chase lead opportunities according to procedures
• Notify Distributors of Franchises violating National Accounts Guidelines criteria
• Assist other departments as needed
• Complete required training and coaching sessions

Requirements

• Ability to read, write, and speak English clearly and professionally
• At least one year of customer service experience; call center experience preferred
• Outstanding written and verbal communication skills
• Excellent customer service skills, including listening and questioning
• Excellent organizational skills and strong attention to detail
• PC skills in a multi-screen/task environment
• Typing speed of at least 40+ words per minute with minimal errors
• Ability to remain calm and reasonable during tense or stressful situations
• Ability to work in a fast-paced, team-oriented office environment
• Ability to sit for extended amounts of time
• Microsoft Office 2007/2010 experience, such as Outlook, and CRM experience are a plus
• High School Diploma or GED
• Must reside in the state of Tennessee for payroll purposes
• Flexibility to work overtime and holidays, especially during storm-related weather events

Core Competencies

Demonstrates strong customer service capabilities, effective communication skills, and the ability to manage multiple tasks in a fast-paced environment. Proficient in handling inbound and outbound calls while ensuring customer satisfaction and adherence to performance goals.

Highest-signal resume keywords

• Customer Service Experience
• Call Center Experience
• Outstanding Communication Skills
• Microsoft Office Proficiency
• Typing Speed of 40+ Words Per Minute

Hard Skills

• Customer Service
• Call Management
• Lead Dispatching
• Multi-Screen PC Skills
• Typing Proficiency
• Incident Alert Monitoring
• Research Skills
• Organizational Skills
• Attention to Detail
• Fast-Paced Environment Adaptability

Soft Skills

• Outstanding Written Communication
• Outstanding Verbal Communication
• Listening Skills
• Questioning Skills
• Calmness Under Pressure

Certifications & Qualifications

• High School Diploma
• GED

Industry Keywords

• Residential Opportunities
• Commercial Opportunities
• SERVPRO Franchise
• National Accounts Guidelines
• Incident Alert Center

Tools & Technologies

• Microsoft Office 2007/2010
• CRM Software