Customer Service Representative / CSR (Hourly) - Previous Call Center Experience Preferred

Company Overview

At Tennessee Standard, our mission is to become the #1 plumbing home services company in the greater Knoxville area to take the power out of the hands of crooked contractors, give tradesmen the opportunity to create wealth for their families and love what they do, and be a light in the community to the glory of God. We are committed to doing it RIGHT:

Relationships – good business begins with building strong relationships.

Integrity – never a shade of dishonesty or deceit.

Growth – intentional improvement every day.

Hustle – working smarter and harder than anyone else.

Tenacity – “can-do” attitude, never giving up till the job is done.

Summary

The CSR is the voice of the company to our current and potential clients. It is imperative that they provide a world class experience by following our 6 Steps to the Ultimate Client Experience. The goal of the CSR is to set up the success of the client and the technician as we seek to provide a win-win situation for everyone who gives us the opportunity to serve them. This is achieved by enthusiasm, active listening, education of what to expect, and thorough communication both on the phone and in all written notes regarding customer needs and information. The CSR sees to it that clear expectations are communicated to the client and met by the company, provides active updates and adjustments to the client, and ensures that each client truly feels that they have been treated with professionalism and respect while interacting with our team.

Compensation: $17/hour + $5 commission for every new opportunity booked and completed + $100 on-call bonus for each week on-call (once/month).

Schedule: 7:30AM – 5PM, Monday - Friday

Responsibilities

• Convert incoming calls and requests into booked appointments.
• Answer each call within the first three rings.
• Respond promptly and thoroughly to all online service requests and document results.
• Promptly respond to missed calls from potential customers.
• Take ownership of customer complaints until they are fully resolved.
• Properly document questions and concerns for customer service manager review.
• Update customer’s information in the company’s CRM systems accurately.
• Adhere to call scripts for each type of customer request. Demonstrate excellent phone etiquette while communicating with clients.
• Attend and participate in company training meetings and skill practice sessions.
• Proactively assist dispatch with notifying clients of any delays or reschedules.
• Efficiently complete all other assigned administrative tasks.
• Show attentiveness and promptly respond to customer needs while working On Call.

Qualifications

• Competence with CRM systems.
• Competence with phone systems and working in call center environment.
• Highly organized with excellent follow-through skills.
• Strong communication skills, both verbal and written.
• Ability to build trust and show empathy.
• Engaging positive attitude that loves to serve and thrives in a fast-paced goal-driven environment.
• Maintains control of the call.
• Displays confidence.
• Ability to overcome objections.
• Problem-solving skills.
• Ability to ask good questions to discover what the customer needs.
• Self-motivated for personal development.
• Bilingual or multilingual skills are a plus but not required.

Benefits

• 15 days of PTO every year
• 7 paid holidays every year
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) w/company matching
• Free onsite chiropractic care once a week
• free subscription to Dave Ramsey's Smart Dollar