Customer Service Representative

Thornton & Grooms Heating, Cooling & Plumbing; Farmington Hills (MI); On-site; USD 35,000 - 45,000; Full time

Job summary

A Home Services Company in Farmington Hills is seeking a Customer Service Representative to enhance customer experiences while efficiently booking jobs. The ideal candidate should have 2-3 years of experience in customer service or call centers and be able to achieve specific call booking rates and quality scores. Responsibilities include navigating CRM tools and handling calls effectively. This position offers opportunities for growth within a supportive team environment.

Qualifications

• 2-3 years of Customer Service and/or Call Center experience.
• Ability to pass prescreening requirements: Clear 9-panel drug test and background check.

Responsibilities

• Provide a delightful customer experience while booking jobs.
• Navigate our CRM tool and phone system effectively.
• Achieve targets for call booking rates and quality scores.

Skills

Strong verbal communication

Strong written communication

Good typing skills

Experience with Microsoft Office

Call handling experience

Education

High school diploma or GED

Tools

CRM tool

Microsoft Teams

Job description

The Big Task

The Customer Service Representative will provide each customer with a delightful experience while booking jobs into the 3-day board.

The Big Task

The Customer Service Representative will provide each customer with a delightful experience while booking jobs into the 3-day board.

KeySub-Tasks

• At the end of the first 6 weeks, you will be expected to:
• Have a thorough understanding of our brand and core values
• Understand and read the 3-day board
• Navigate our Customer Relationship Management (CRM) tool, Teams, and phone system
• Effectively book outbound calls, inbound calls, chats, online leads, etc.
• Pass our CSR training assessment
• Achieve a raw inbound call booking rate of 27%+
• Achieve an adjusted inbound call booking rate of 75%+
• Average handle time between 3-6 minutes
• Achieve a Quality Score of 75%+
  
  
  

At the end of the first 3 months, you will be expected to:

• Achieve a raw inbound call booking rate of 37%+
• Average handle time between 3 and 4.5 minutes
• Achieve an average quality score of 75%
• Inbound touches a minimum of 35 per day
  
  
  

At the end of the first 6 months, you will be expected to:

• Pass Power Selling Pros Level 1 assessment
  
  
  

Ongoing tasks:

• Follow all department procedures and processes
• Utilize the “Six Steps of a Call” to create a consistent customer experience
• Communicate effectively with customers and team members alike
• Support our Home Care Club members by booking their pre-paid appointments and renewing their plans
• Make outbound calls when requested by the manager to meet booking goals
• Complete administrative tasks as assigned by your Manager
  
  
  

Key Performance Indicators (KPI)

• Uphold, support, and engage in our purpose and core values
• Achieve a raw inbound call booking rate of 37%+
• Average handle time between 3 and 4.5 minutes
• Achieve an average quality score of 80%+
• Inbound touches a minimum of 35 per day
  
  
  

Desired Skills & Experience:

• Applicants must have a high school diploma or GED
• 2-3 years of Customer Service and/or Call Center experience
• Strong verbal and written communication skills
• Good typing skills
• Experience with Microsoft Office and Teams is preferred
  
  
  

Requirements: Ability to pass prescreening requirements: Clear 9-panel drug test and background check

Core Values:

Love

Team

Professionalism

Today

Mission Statement:

To be ever building the professionalism, integrity, and honor of the trades.