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Lafayette

    Customer Service Specialist - Lafayette, United States - System Forward America

    System Forward America
    System Forward America Lafayette, United States

    3 weeks ago

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    Description

    Job DescriptionJob Description

    We are looking for a customer-oriented service specialist. A customer service assistant, who will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk. Customer Service Specialist can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

    Responsibilities:

    Customer Service and Dispatching

    Answering a large volume of calls for Franchise Locations

    Call Booking

    Manage web leads for locations - Angie's Lead Etc.

    Customer service

    Provide accurate, valid and complete information by using the right methods/tools

    Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

    Documentation of customer interactions, process customer accounts and file documents

    Membership Sales

    Identify and assess customers' needs to achieve satisfaction

    Generate sales leads

    the extra mile to engage customers

    Meet personal/customer service team sales targets and call handling quotas

    Basic Bookkeeping & Data Entry

    Billings

    Receivables

    Purchasing

    Payables

    Payroll through 3rd party processor

    Sales and Job Management

    Job Staging

    Permitting

    Inspection Management

    Equipment Registration

    Skills

    Previous ServiceTitan experience a plus, not necessary

    Previous home service experience a plus, HVAC

    Proven customer support experience or experience as a client service representative

    Strong phone contact handling skills and active listening

    Familiarity with CRM systems and practices

    Customer orientation and ability to adapt/respond to different types of characters

    Excellent communication skills; written & verbal

    Ability to multi-task, prioritize, and manage time effectively

    Detail oriented

    Strong organizational and planning skills

    Problem solving skills

    Basic QuickBooks Knowledge

    High School diploma: additional qualification as an Administrative Assistant or Secretary will be a plus

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