Customer Service Representative

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

Job summary

A service company located in Farmington Hills, MI is seeking a Customer Service Representative to enhance customer experiences by booking appointments and managing inquiries. Candidates must possess strong communication abilities, have a high school diploma or GED, and preferably possess 2-3 years of relevant experience. Responsibilities include effectively handling inbound and outbound calls, maintaining quality scores, and following company procedure. The role aims to achieve outstanding service performance metrics.

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 each customer with a delightful experience while booking jobs.
• Utilize the 'Six Steps of a Call' to create a consistent customer experience.
• Communicate effectively with customers and team members.

Skills

Strong verbal and written communication skills

Good typing skills

Education

High school diploma or GED

Tools

Microsoft Office

Teams

Job description

Position: Customer Service Representative

Location: Farmington Hills, MI

Job Id: 670

# of Openings: 1

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:

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.