Customer Service Representative

Limitless Decatur; Decatur (IL); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Limitless Decatur is seeking a Customer Service Representative in Decatur, IL to provide quality customer service and administrative support for carpet/upholstery and duct cleaning departments. The role reports to the appropriate division manager and operates in a regular full-time schedule from 8:00 am to 5:00 pm with a one-hour lunch.

The position emphasizes multi-tasking, telephone etiquette, scheduling, and follow-up on payments and service quality, with potential involvement in marketing

Responsibilities

• Answer incoming telephone calls and greet callers on first contact.
• Schedule estimates and carpet/duct appointments in Job Hopper.
• Perform “Quality Check Calls” on services (carpet, dry cleaning, restoration).
• File completed Carpet Tickets and enter comments into Job Hopper.
• Handle restoration billings and send thank you letters.
• Follow up on accounts receivable with a 32-day goal; report items over 60 days.
• Create Gift Certificates/Baskets and mail customer statements bi-monthly.
• Make new Water, Fire, Mold and Garment File Folders.
• Prepare carpet cleaning tickets for technicians; attach notices for the next day.
• Confirm carpet cleaning appointments daily.
• Ensure all office equipment is turned off or on standby for the next day.
• Assist marketing and sales in downtime; support Production Manager as needed and overtime if required.
• Year-end: box restoration files and prepare for the new year.
• Perform miscellaneous duties as assigned by Management.

Job description

• Location 519 N Monroe, Decatur, IL, 62522, United States
• Employee Type Regular Full Time

Job Title: Customer Service Representative

Department: Administration

Reports To: Appropriate Division Manager

FLSA Status: Non Exempt

Hours: 8:00 am – 5:00 pm

Lunch: 1 Hour (12:30 pm – 1:30 pm)

Position Summary – To provide Quality Customer Service and Administrative Support for Carpet/Upholstery and Duct Cleaning Department.

Essential Functions

• Answer Incoming Telephone Calls throughout the day (Initial Contact Person – Pick Up on First Ring if at all possible)
• Schedule Estimates, Carpet and Duct Appointments in Job Hopper
• Conduct “Quality Check Calls” on all services, i.e. carpet, dry cleaning, restoration.
• File completed Carpet Tickets and key enter comment cards into Job Hopper.
• Restoration Billings – Final stage of billings and thank you letters
• Call on A/R accounts on Weekly basis. Follow up to make sure payments are within 32 days goal. Report weekly on all items over 60 days.
• Gift Certificates/Baskets
• Mail Touch Control Customer Statements (Bi-Monthly)
• Make up new Water, Fire, Mold and Garment File Folders
• Prepare Carpet Cleaning Tickets in Job Hopper for each Technician; Attach Thank You and Comment Cards to the Tickets (Prepare daily for the following days work to be performed).
• Confirm Carpet Cleaning Customers Appointment (Daily Basis)
• Make sure all Office Equipment is Turned-Off or in Stand-by mode for next working day
• Be a self- starter and help grow the company by assisting marketing and sales in down time.
• Assist Production Manager when asked or needed. Be available to work overtime in a “Code Blue” situation.
• Year-end duties include boxing up restoration files and making files for beginning of year.
• Perform Miscellaneous Duties as assigned by Management

The above job duties may be altered at any given time to react to changes in the business and/or adapt to an individual’s experience and skills.