Customer Service Representative - Hybrid Remote
Job title: Customer Service Representative - Hybrid Remote in Traverse City, MI at Staffed4U
Company: Staffed4U
Job description: $18 - $21 an hour
Full-time
Benefits401(k)
401(k) matching
Dental insurance
Health insurance
Health savings account
Paid time off
Vision insurance
Full job description
Hiring for the 7:30 am - 4:30 pm shift.
Looking for a motivated individual who excels in communication with both employees and customers who call into our office. The CSR position accepts incoming calls for our eight different franchises across both Michigan and Wisconsin, books new appointments, and acts as one of the main modes of communication between our customers and organization. Our main office space is on 14th street in Traverse City, MI. The position can transition to partially remote after an initial daily training period here at the office.
Job Summary:
The CSR is responsible for respectfully interacting with customers by answering inbound phone calls on a multi-line system and effectively handling complaints, booking jobs, and providing customers with information about the organization’s services as needed. The CSR completes their essential job functions in a safe and timely manner and is responsible for completing other duties as assigned by their manager. Additional responsibilities will be assigned on an individual basis.
Classification: Full-time/Hourly
Work Location: TC Office/Remote potential
Work Schedule: Monday-Friday, Occasional Weekend shifts
Reports to: Customer Service Manager
ESSENTIAL JOB FUNCTIONS:
CSR/Phone Management:
· Answers inbound phone calls on multi-line system, book appropriate jobs, enter into SB when necessary. 1st in line to answer calls.
· Books only the jobs the company wants, enters proper notes, accurate data entry at time of booking.
· Continually checks routing to ensure optimization.
· Collects payments.
· Office Email Account: responds to all emails promptly & appropriately.
· Podium Leads: monitors leads & responds promptly.
· Slack: Actively participates through the entire shift. Checks Pinned messages at the start of shift.
· Ability to take on additional duties without losing focus on inbound calls & customer service.
· Communicates effectively with field staff as necessary.
· Monitors Geotab for truck locations.
Customer Service:
· Ensures company is providing World Class Customer Service through the entire process.
· Proactively handles customer issues (phone calls & emails) by investigating complaints & identifying solutions. If necessary, escalates customer issues to manager.
On Call:
· All of the above duties apply to On Call shifts.
· Has Ipad on hand & charged for use for the duration of the On Call shift.
· Responds to Answering Service texts and office emails within 10 min of receipt.
· Maintains a quiet environment to converse with customers.
· Communicates all necessary items to manager, next CSR on duty or field techs as needed.
SKILLS/KNOWLEDGE/EXPERIENCE/ PHYSICAL DEMANDS:
Required:
· Ability to communicate clearly
· Possesses Patience
· Ability to think critically
· Ability to communicate in a respectful and friendly manner
· Ability to proactively resolve issues as they arisePERSONAL CHARACTERISTICS:
· Driven with strong ambition for problem-solving and perseverance
· Strong attention to detail and willingness to learn
· Positive attitude
· Enjoys communicating with customers
PREFERRED:
- 1 year relevant training and/or experience in customer service industry.
- Basic customer service knowledge and abilities
- Weekends as needed
- Monday to Friday
- On call