Job Description

Customer Service Representative- EST Time Zone

Job Summary & Key Responsibilities

We are a team of home service experts who go the extra mile to ensure peak performance for our customer’s electrical and plumbing systems.  You will promote customer satisfaction by converting incoming and outgoing customer calls into booked service appointments.  The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints. Demonstrating our Mission, Vision & Values at Beacon. Success will be measured in this role by meeting & exceeding booked call metrics, focusing on filling the 3 Day Call Board, supporting technicians, and the customer experience.

This position reports directly to the Assistant Call Center & Customer Excellence Manager. 

Job Functions & Responsibilities

• Convert incoming customer calls into booked service appointments. 
• Deliver call scripts with an authentic cadence; be clear, compelling and personable.
• Respond to customer requests, resolving issues and promoting the brand.  
• Participate in training to boost booked calls and practice outbound calling.
• Adhere to the company’s plan for resolving customer complaints quickly and favorably. 
• Outbound Calling Answering inbound calls using a scripted template
• Follow up on non-booked calls or canceled/rescheduled calls
• Provide consistent outbound calling
• Interacts with customers via telephone, email, or text to provide support and information on services.
• Enters job orders for services using Service Titan and other software programs.
• Fields customer questions and complaints direct call to appropriate support manager. 
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• You will need to learn the call script in order to sound professional and authentic when speaking with our customers.
• Outbound calls are made consistently, and work performance is monitored.
• Performs other related duties as assigned. 
• Learn from Support Feedback, by working with leadership on recorded calls. 
• Call Center- All calls are recorded for training and customer experiences. 
• Live in the Northern VA area or MD

Training

• Complete Onboarding Training & Learning Development Sessions. 
• Skills Practice with peers & leadership to learn the sales process.
• Maintain and update customer databases with complete and accurate information. 

Competencies for Success

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities. 
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Personality that blends well with a fast-paced, goal-driven environment. 
• Competitive individual contributor who also loves to win as a team.  

Hours & Operations

• Monday- Friday; 7:30am-4:30pm / 9am-6pm - Saturday/Sunday as needed
• Work from Home
• Willing to work overtime, where applicable 

Required Skills, Education & Experience: 

• Excellent communication skills including active listening, empathetic listening & responsive to performance feedback. 
• Service-oriented and able to resolve customer issues. 
• Proficient computer skills with the ability to learn new software.
• Ability to Multitask
• Work Independently & With a Team 
• Growth & Development, willingness to learn & demonstrate mission, vision and values of Beacon. 
• High school diploma or equivalent.
• Customer service experience required.
• Reliable
• Punctual

Highly Qualified Candidates: 

• 3 Years of Customer Excellence Experience 
• Service Titan Experience 
• Minimum of 1 Year of Experience in Home Services Company Call Center or Related Operation

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

What we offer:

• Health, Dental, Vision Benefits, Life Insurance and 401k (with match)

Equal Opportunity Employer

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