Client Service Representative

Our growing business is looking for a skilled problem solver to join our team as a Client Service Representative. We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company’s customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

The Client Service Representative is responsible for:

• Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company.  Good communication with the client is essential!  Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.  Have a courteous and pleasant demeanor whether on a phone call or not.  Know that courteousness affects other team members’ spirit.
• Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Making absolutely sure that a client is notified ahead of time if the technician is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
• Making sure that Club Membership clients are continually called.  Extra scheduled service appointments should be booked to make up for any shortfall of repair calls.    Performing the budgeted number of service and repair calls each day is critical because residential replacement leads are coming from those calls.
• The Lead Client Service Representative will also assist with supervising and assisting in the dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.  
• Make sure the technicians are debriefed on each call and that they collect payment on every call.
• Obey company Code of Ethics and the Team Rules.

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