Primarily responsible for providing effective customer service and booking service appointments by engaging and empathizing for all internal and external Waldrop customers by utilizing excellent, in-depth knowledge of company products and programs. Promote customer satisfaction by handling each customer as a priority. Answer incoming calls and route accordingly. Place out-bound phone calls in order to schedule maintenance and sales calls. This position is nonexempt and may require overtime depending on business requirements.

Full & Part Time hours are available!

Specific Duties/Expectations:

— Book service appointments and promote customer satisfaction

— Convert incoming customer calls into booked service appointments

— Deliver call scripts with an authentic cadence; be clear, compelling, and personable

— Respond to customer requests and complaints by resolving issues quickly and promoting Waldrop

— Be professional and establish customer rapport, encouraging repeat business

— Participate in training and continuing education in the customer service field

— Adhere to the company’s plan for resolving customer complaints quickly and favorably.

— Maintain customer database by recording and updating with complete and accurate information

— Survey customers to ensure customer satisfaction

— Work with dispatch to improve call accuracy and speed of response

— Check messages and enter service calls into industry software

— Maintain organized work area and data with good follow-through ability

— Administer written correspondence as required

— Record details of customer interaction and actions that are taken

— Book service appointments and promote customer satisfaction

— Placing “Happy Calls” to customers to follow up on prior services

— Construction of Technician packets for use in the field

— Other duties as assigned by management

Requirements:

— High School education or GED equivalent

— Ability to work in a fast-paced, goal-driven environment

— Ability to work independently and as a team player

— IT competent; proficient typist and with phone systems, and other industry software including Microsoft office

— Organized with exceptional follow-through abilities

— Strong verbal and written communications in problem resolution

— Must possess excellent communication skills and be self-driven

— Ability to build trust and demonstrate empathy

— Must represent the company in a professional appearance and manner

— Must be able to multitask

— One to three years of successful customer service work experience

— Adherence to all corporate policy