Call Center Customer Service

LeafFilter Gutter Protection; Hudson (OH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Parental leave

Employee discounts

Job summary

Leaf Home is seeking a Service Administrator to handle inbound/outbound customer calls, schedule local technicians, and review service tickets for QA in the region. The role supports the installation and service teams at the local office with a positive, detail-oriented approach.

The ideal candidate will have a high school diploma, 1+ year in customer service and 1+ year in admin work, along with strong MS Office skills and the ability to multitask in a fast-paced environment.

Qualifications

• High School Diploma or equivalent.
• 1+ year of Customer Service experience.
• 1+ year of office or administrative experience.
• Proficient with computer and keyboard; tasks are paperless.
• Ability to juggle multiple tasks and meet stakeholder needs.

Responsibilities

• Provides excellent customer service during all inbound and outbound calls.
• Schedule service customers with local technicians.
• Review completed service tickets for quality assurance in region.
• Act as liaison for Leaf Home installation and service teams at the local office.
• Be adaptable, detail-oriented and data-efficient.
• Perform additional tasks to support department/company initiatives.
• Undertake other duties as assigned by supervisor.

Skills

Customer service

Office administration

Multitasking

Communication

Active listening

Detail oriented

Typing speed

Microsoft Office

Education

High School Diploma

Tools

Microsoft Office Suite

Job description

About Leaf Home

At Leaf Home, we are powered by people on a single mission to make homeownership easy. We’ve crafted a team of the very best to ensure we make a difference by winning every day. In addition to serving our customers, Leaf Home strives to build a welcoming and inclusive workplace. We are proud to be a certified Great Place to Work® as well as a multi-year recipient of Top Workplaces recognition.

From competitive medical benefits to people-focused committees like the Women’s Committee, Diversity & Inclusion Committee, and VetConnect, we are dedicated to making Leaf Home a workplace where you can win every day. Come grow your career with us.

Why Leaf Home

• We Win – Being driven every day to win is who we are
• People Powered – Recognized as a top Ohio and U.S. workplace by Great Place to Work®, Energage, and more
• Family Feel with Enterprise-Level Resources – You are important to us, and we’ve built a culture you’ll love
• Support – Inclusion, sustainability, and reliability surround everything we do
• Personal Growth – Dedicated to providing resources and encouragement for employee growth
• Mobility – Locations throughout the U.S. and Canada, with continued expansion

Position Summary:

This position handles customer inbound and outbound calls, primarily with client’s post-sale, but also general company questions for internal and external customers. This individual will also schedule customer service calls and other customer service activities as needed. This position is required to review completed service tickets from the field for quality assurance. As a Service Administrator, you will answer and resolve any questions or issues in a professional, expeditious manner while maintaining a positive, courteous approach to internal and external customers.

Essential Duties and Responsibilities:

Provides excellent customer service during all inbound and outbound phone calls while maintaining effective relationships with peers, multiple internal/external customers and senior leaders.

Schedule service customers with local technicians, as needed.

Review completed service tickets for quality assurance in region.

Act as a liaison and corporate contact for Leaf Homeinstallation and service teams at the local office in your region.

Be enthusiastic, adaptable, and patient as well as highly detail-oriented and data-efficient.

Be flexible to perform any task deemed necessary to support department and/or company-wide initiatives.

Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

High School Diploma or equivalent.

At least (1) year of Customer Service Experience

At least (1) year previous office or administrative experience

Computer and keyboard proficient, job duties performed are essentially paperless

Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball”.

Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality.

Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.

Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.

Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.

Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.

Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customer’s needs at the forefront of every interaction.

Ability to communicate effectively, to recognize, understand, and manage one’s own emotions as well as others, and foster positive working relationships across all levels of the organization.

Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for one’s own actions, performance, and decisions.

Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities or Certifications:

Ability to type at least 50 words per minute (wpm)

Highly organized, with strong time management skills and the ability to be resourceful when necessary

Travel Requirements:

Overtime/Additional Hours Requirements:

No overtime required.

Physical Requirements

Indoor work in a climate-controlled environment.

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Are We Your Company?

Focused on Growth

Leaf Home is dominating the home improvement industry as we continue to grow. We work hard and play harder. With offices across the U.S. and Canada, our diverse team spans marketing, sales, installation, and service. We are committed to employee growth through:

What We Offer

• Competitive medical, dental, and vision benefits after 60 days
• Retirement savings plan with company match
• Paid parental leave and generous paid time off programs
• On-campus fitness programs and meal delivery services
• Comprehensive health, wellbeing, financial wellness, and childcare benefits
• Opportunities for growth and advancement
• Employee assistance program with 24/7 legal, financial, and counseling support
• Employee discount marketplace with thousands of savings options
• Employee resource groups, including VetConnect and the Women’s Committee

Awards and Recognition

Leaf Home has been recognized as a top workplace by The Plain Dealer, is a multi-year recipient of Top Workplaces USA by Energage, and is Great Place to Work® Certified™. Additional recognitions include:

• Remodeling 550 list placements
• Smart Culture Awards for employee-focused culture
• Inc. 5000 and Inc. 5000 Regionals: Midwest growth recognition

For a full list of awards, visit www.leafhome.com/press/.

Diversity and Equal Opportunity

Leaf Home is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. Employment decisions are made without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, genetic information, veteran status, or disability, in accordance with applicable law.