Customer Service Representative

Job Description

Job Description

The Customer Service Representative (CSR) may be among a customer’s first contacts with Motili. CSRs providing fast, friendly, and accurate information for customers and others has a lasting effect. For this reason – Motili CSRs work directly with our Home Warranty Company, contractors and yes sometimes the customer. Our main goal is to provide excellent customer service when providing information about Goodman/Daikin products, services, and features and assists with quotations, processing orders, and respond to customer complaints. Motili CSRs provide great customer service using fast, friendly, and accurate information while responding to customers, processing chat requests, general service requests, orders and quotes for services. When presented with a complaint, a CSR’s professionalism, use of issue resolution and de-escalation techniques can effectively resolve many issues to the mutual benefit of both the customer and the Company.

May include;

 

• Provide fast, friendly and accurate information and assistance – for customers and other team members.
• Maintain professionalism and exhibit patience at all times to ensure customer expectations are met.
• Interact politely and effectively with customers, fellow employees, and business partners.
• Collaborate with co-workers for help with trouble shooting or answering questions.
• Answer customer support emails, branch questions or requests/taking on responses for our Bangkok team
• Educate customers about terminology, features and benefits of products to improve product related sales and customer satisfaction.
• Provide accurate information regarding availability of in-stock items, product and delivery information
• Process submitted orders, requests for quotations and assign tickets using designated CSR software (Freshdesk) order center.
• Recommend alternate products based on cost, availability, or specifications.
• Assist with month end clean-up for orders that have not been closed out for billing.
• Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Obtain accurate information from vendors relating to shipment dates and expected date of delivery.
• Participate in on-the-job training activities, cross-train other employees on various tasks, and take individualized training – as assigned.
• Effectively adhere to policy and procedures in compliance with Company policy and the law.
• Maintain clean, professional, and safe work environment; creating an environment that welcomes others.
• Adhere to Motili Inc. culture related to respect for the individual, service to our customers and striving for excellence.

 

Participate in additional projects/activities to support ongoing business needs.

• Telecommunication experience, answering phones and directing calls
• 1 – 3 years of more in customer service or 1-3 years in inside sales
• 3 plus years of experience in HVAC/Plumbing and/or Contractor/Building trades - preferred

• High School Diploma or G.E.D – required
• Associate’s degree – a plus

MIN: $22.69 and 28.28 hourly

The Company offers a comprehensive benefits package. Benefits for employees include healthcare and dental insurance, life and long-term disability insurance, 401K and different types of paid time off.  

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.