Call Center Customer Service Representative - Lincoln - HomeX Services Group

    HomeX Services Group
    HomeX Services Group Lincoln

    20 hours ago

    Default job background
    Full time
    Description

    Job Description

    HomeX Services Group is a leading provider of home services in the Northeast and Mid-Atlantic regions. Founded in 2017, we have established ourselves as one of the fastest-growing HVAC, plumbing, and electrical services providers in both residential and commercial segments.


    Our commitment to quality service and customer satisfaction has earned us recognition for our people-first vision and high-quality partnerships with like-minded organizations.


    Job Summary:

    We are seeking a skilled Call Center Representative to provide exceptional customer support through telephone interactions. As a key member of our team, you will be responsible for handling inbound and outbound calls, addressing customer inquiries, resolving complaints, and ensuring customer satisfaction.


    Responsibilities:

    • Customer Support: Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and requests.
    • Product Knowledge: Provide accurate and detailed information about products, services, and company policies to customers.
    • Issue Resolution: Investigate and resolve customer complaints or concerns, escalating to higher-level support when necessary.
    • Documentation: Document customer interactions, including details of inquiries, complaints, or actions taken, in the appropriate systems or databases.
    • Call Center Operations: Follow established call center scripts, procedures, and guidelines to ensure consistent and quality customer interactions.
    • Performance Metrics: Meet or exceed individual and team performance targets, including average call handling time, customer satisfaction, and first-call resolution.
    • Team Collaboration: Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
    • Training and Development: Stay updated on company products, services, promotions, and policies to provide accurate and up-to-date information to customers.
    • Confidentiality and Data Protection: Adhere to call center policies and procedures, including confidentiality and data protection guidelines.

    Qualifications:

    • Education: High school diploma or equivalent; additional education is a plus.
    • Experience: Previous customer service or call center experience is preferred.
    • Communication Skills: Excellent verbal and written communication skills.
    • Problem-Solving Ability: Strong active listening and problem-solving abilities.
    • Adaptability: Ability to handle difficult or irate customers with patience and professionalism.

    Benefits & Perks:

    • Medical, Dental, and Vision Insurance
    • 401K Plan with Company Match
    • PTO & Holiday Pay
    • Long Term Disability
    • Company Paid Life Insurance
    • Flexible Spending Account
    • Great Company Culture
    • Continuous and extensive training and development

    Must be able to train for 2 weeks on first shift.

    Job Type: Full-time, weekends required

    Shifts Available:

    • 1st Shift - 6 a.m., 7 a.m., 8 a.m. and 9 a.m. start times
    • Mid Shift - 12 p.m. - 8:30 p.m.
    • 2nd Shift - 2:00 pm-11:30 pm

    Pay: $20.00 per hour

    Additional $1/hour differential offered for candidates who are fluent in English/Spanish.

    Overtime available

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Call center customer service representative