CSR Customer Service Specialist

CSR Specialist

At Benson, we're more than just a company; we're a dedicated team making a real difference. As leaders in fire protection and life safety solutions, we ensure the safety of our clients' facilities with top-tier services and unwavering standards. Join our culture of excellence and innovation to grow personally and professionally while impacting the safety of our communities.

Position Summary

We are seeking a detail-oriented and experienced CSR (Customer Service Representative) to join our team. In this key role, you'll handle incoming calls with professionalism, assist with sales inquiries, and schedule appointments for our sales team, contributing to our sales and customer service objectives. You'll play a crucial role in maintaining our high service quality, working across departments to improve customer satisfaction and impact our success positively. We offer a supportive environment for continuous learning and career growth.

Key Responsibilities

• Service Monitoring and Evaluation: Conduct thorough assessments of service delivery processes to guarantee adherence to our high-quality standards, through the analysis of customer feedback, service metrics, and performance reports.
• Feedback Implementation: Collaborate intimately with service teams to introduce and refine feedback mechanisms and improvement strategies, leveraging customer insights and quality evaluations.
• Quality Assurance Policies: Craft, enact, and uphold quality assurance policies and protocols that resonate with our company's goals and the benchmarks set by the industry.
• Continuous Improvement: Spearhead initiatives aimed at the continuous enhancement of our service processes and customer satisfaction levels, by identifying improvement opportunities and deploying innovative quality improvement solutions.
• Customer Interaction and Call Management: Answer incoming calls with professionalism, serving as the company's initial point of contact. Efficiently determine caller needs to direct calls to the correct department or individual swiftly.
• Sales Inquiry Handling: Address sales queries from existing customers by providing detailed product information, pricing, and purchase options.
• Appointment Scheduling: Organize appointments for the sales team with prospective clients or customers, manage calendars to ensure optimal time management.
• Call Logging: Keep an exhaustive log of all calls, documenting caller details, the inquiry's nature, and the call's resolution.
• Sales Lead Follow-up: Actively follow up on sales leads, working in tandem with the sales and marketing teams to ensure all potential sales avenues are explored and acted upon.
• Reporting: Compile and deliver comprehensive reports on service quality control measures, findings, and results to the management and relevant parties.
• Customer Service Email: Ensure all emails are responded to on the same day.
• AM Notification Emails Responded to Within the Same Day
• Assist on Policy & Procedures: New/current CSR's and Technicians.
• Assist with New Service Titan Software: Assist on new implementation and monitoring of all inbound & outbound calls.

Required Qualifications

• Exceptional communication skills, with the ability to engage effectively with both customers and team members.
• A proactive approach to identifying and resolving issues, coupled with a genuine enthusiasm for problem-solving.
• A solid background in quality control or customer service, demonstrating a proven track record of efficient task management and collaborative teamwork.
• The ability to multitask effectively, managing a variety of responsibilities from call handling to data analysis, showcasing versatility and adaptability.

Skills & Competencies

• Attention to detail and accuracy
• Problem-solving and critical-thinking skills
• Ability to manage multiple priorities
• Professionalism and confidentiality
• Strong communication skills (verbal and written)

Work Environment & Physical Requirements (If applicable)

• Ability to sit/stand for extended periods
• Ability to lift up to 15 pounds

Compliance and Standards

• Adherence to company policies, procedures, and applicable laws.
• Maintain confidentiality and uphold ethical standards.

Join Benson Systems, Where Your Talent Thrives!

At Benson Systems, we believe great people deserve great support. When you join our team, you're not just accepting a job, you're becoming part of a company that invests in your well-being, growth, and success.

• Outstanding Benefits Enjoy comprehensive health insurance for you and your family, including 100% company-paid employee-only medical, Dental & Vision coverage, plus robust 401(k), and even pet insurance.
• We Invest in Your Expertise We pay for required certifications and license renewals so you can focus on advancing your skills without added financial stress.
• Generous Paid Time Off Take time to recharge, travel, or be with the people who matter most. We value work-life balance.
• Competitive Compensation Your work matters, and we make sure you're rewarded with a compensation package that reflects your contributions.
• Career Growth Opportunities Build a future with us through ongoing professional development and advancement opportunities.
• A Family-First Culture Enjoy company gatherings where families are welcome, creating a supportive, inclusive environment that truly feels like a community.

EEO Statement

Benson Systems is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment without regard to any of these protected characteristics.