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Customer Service Representative

Salary undisclosed

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This is a remote position.

Responsibilities

  • Answer high volumes of incoming calls from customers and warranty companies
  • Manage and prioritize customer callbacks during peak hours
  • Assist customers with filing warranty claims for home repairs
  • Coordinate scheduling for various home repair services, including drywall, electrical, plumbing, appliances, and HVAC systems
  • Document customer interactions and maintain accurate records in the company’s CRM system
  • Respond to customer inquiries via phone, email, and potentially chat or text messages
  • Organize and update the customer database to ensure all information is current and easily accessible

Requirements

  • Excellent verbal and written communication skills in English
  • Ability to handle high-volume call environments with a calm and professional demeanor
  • Basic understanding of home systems and common repair issues
  • Proficiency in using computer systems and CRM software
  • Strong multitasking and prioritization skills
  • Customer service experience, preferably in a related field

Scope

  • Manage customer interactions for a general contracting company serving the greater Philadelphia area
  • Handle inquiries related to eight different warranty companies and direct warranty customers
  • Assist in customer retention efforts and potentially support email marketing campaigns
  • Contribute to improving customer service processes and reducing call wait times
  • Collaborate with internal teams to ensure efficient service delivery and customer satisfaction
  • Monday to Friday 8:30 AM to 5:00 PM with 30 mins unpaid break - Candidate 1
  • Tuesday to Saturday 8:30 AM to 5:00 PM with 30 mins unpaid break - Candidate 2