Job Information
MCWILLIAMS & SON INC Customer Service Representative in Diboll, Texas
Required High school/ GED 12 month experience Basic computer skills
Will work M-F 8am-5pm and rotate on call times from 7am-7pm
This position ensures that the first interaction with the client exceeds expectations in terms of service and quality. Responsible for delivering exceptional client service, providing options for service appointments and meeting performance metrics required by the company. Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment. Spends the majority of the work day on telephone interacting with clients. Ability to lift 5-10 pounds, good visual acuity and sufficient auditory function to operate computer-aided call management software and communications equipment, ability to work extended hours, nights or weekends. ? Respond to incoming client calls with courtesy, offering appointment windows and requested lead times. Engage in outbound calling to secure the appropriate number of scheduled calls and Club Memberships required for a successful service operation. ? Follow Client Care Call Script for quality and efficient responses to clients. ? Maintain required daily call counts to meet daily, weekly and monthly quotas. ? Maintain a thorough knowledge of McWilliams and Son's products and services. ? Maintain complete, accurate and updated information in the client database. ? Ensure Club Memberships are renewed and preventative maintenance appointments are scheduled for technicians. ? Work with Dispatch to schedule service calls and debrief technicians with accurate client information. Perform administrative duties to assist with the overall efficiency of the operation. ? Provide assistance to other members of the Client Care team to achieve department and company goals. Effectively manage conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently. ? Promptly report any service issues to the appropriate leader to ensure client satisfaction is maintained. Participate in all company sponsored training classes, safety policies and procedures, and other duties as assigned.
Other Duties ? Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or redesigned depending upon individual circumstances. Performs other work duties as assigned