Position title
Customer Service Specialist
Essential Duties and Responsibilities
  • Develop and maintain a vast knowledge of the products and services offered
  • Develop and maintain a working knowledge of equipment and software used, to include desktops, phones, laptops, Microsoft Office, Excel, or any other apps and devices
  • Provide timely customer service via phone, email, instant messenger, and live chat
  • Be available to receive and answer inbound calls from customers to aid in scheduling with the service and estimating department with consideration toward job location, skill set, job conversion success, and availability of technicians
  • Make seasonal outbound calls to schedule customers for check and service
  • Make outbound calls to renew memberships and update customer accounts as needed
  • Make outbound “Happy Calls” or extend feedback requests via text message to verify customer satisfaction
  • During happy calls, book appointments for additional tech recommended service work
  • Effectively dispatch technicians to customer service/estimating and remodel calls, with consideration for technician skill set, location, availability and priority scheduling system
  • Clock technicians in and out of manually and per company guidelines as needed, to include training, meetings and truck stock, etc.
  • Schedule cross-department calls from technicians as needed
  • Schedule warranty estimating calls
  • Receive canceled calls and try to recover them and/or document the reason for cancellation if not salvageable
  • Respond to concerns from customers and provide adequate resolutions
  • Work on a rotating Saturday schedule covering the phones from the office or home (seasonal)
  • Maintain “delivery work orders” from warehouse for immediate service calls
  • Aid with training other employees towards world-class customer service including new employee and peer to peer coaching/training
  • Maintain a world-class level of customer service on every customer interaction
  • Maintain a professional appearance and work area
  • Any other duties as directed by management
Employment Type
Full-time
Industry
Customer Service
Job Location
Denver, CO
Date posted
Jul 15, 2020
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Position: Customer Service Specialist

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