Job Description
As a Customer Service Representative, you will play a critical role in fostering positive relationships with our clients and ensuring that their maintenance needs are met effectively and efficiently. Your work will directly impact customer satisfaction and help maintain our reputation for excellence in the maintenance industry.
Duties & Responsibilities:
- Client Communication: Act as the primary point of contact for clients, providing exceptional customer service and ensuring clear and professional communication. Respond to client inquiries via phone, email, and online platforms.
- Maintenance Coordination: Work closely with the maintenance team to schedule, track, and coordinate maintenance services, ensuring timely and accurate completion of tasks.
- Issue Resolution: Address and resolve client complaints or concerns regarding maintenance services in a timely, professional, and empathetic manner.
- Client Scheduling & Follow-Up: Schedule appointments for maintenance services and follow up with clients' post-service to ensure satisfaction and gather feedback.
- Database Management: Maintain accurate and up-to-date records of client interactions, maintenance schedules, and work orders within the company's CRM system.
- Problem Solving & Troubleshooting: Provide quick solutions to client issues and coordinate any necessary follow-up or additional service visits.
- Collaboration: Work closely with field technicians, supervisors, and other team members to ensure the smooth flow of maintenance services from start to finish.
- Service Knowledge: Stay informed about the company's maintenance offerings and ensure clients are fully aware of the services available to them.
- Reporting & Documentation: Document client interactions, service requests, and resolutions. Generate reports to track the progress and outcomes of maintenance activities.
- Performs other duties that may be assigned from time to time.
Desired Qualifications:
- College degree or equivalent work experience.
- Experience with Real Estate is a plus.
- At least 6 months of experience working remotely.
- Excellent English communication skills (spoken and written).
- Excellent interpersonal skills, problem solving, and analytical skills.
- Strong customer service skills.
- Ability to multi-task and prioritize.
- Reliable and dependable.
- Excellent problem-solving skills.
- Ability to remain calm under pressure.
- Attention to details and highly organized.
- Great time management skills.
- Capable of keeping control of the call even when the customer is angry.
- Ethical and trustworthy.
- Great at relationship-building.
- Ability to work under minimal supervision.
- Friendly and fair.
Working conditions:
- Candidate must be able to work in US Time Zone
- Comfortable working with Hubstaff.
- The schedules are permanent and assigned by the department's Manager. Schedules might change eventually depending on demand.
- Must have own work equipment that is not older than 2 years.
- Work equipment must be personal and not a family or shared computer/laptop.
- Internet speed must be no lower than 150 Mbps.
- Must have backup internet for emergencies (no lower than 100 Mbps) and a place to relocate during power or internet outages.
Compensation & Benefits:
- $6 USD per hour.
- PTO after 90 days of probationary period.
- HMO allowance after 90 days of probationary period.
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