Customer Care Representative

Customer Care Representative

The Customer Care Representative will serve as the first point of contact for customers interested in Armstrong products and services. Create qualified new business appointments in QTG (Quotes-To-Go) for our field sales force and sells local COD HHG (Cash on Delivery Household Goods) products over the phone when appropriate.

KEY RESPONSIBILITIES :

• Handles all inbound sales lead calls and converts calls into appointments/sales.
• Research and thoroughly qualify prospects utilizing phone and internet to ensure that leads provided to field sales are sales worthy and meet our minimum criteria.
• Identify prospect needs and set appointments for COD HHG sales force or sell local opportunities over the phone directly using MoveEasy estimation software.
• Ability to facilitate virtual surveying.
• Handles all outbound sales leads to follow-up with iLead and web-lead customers.
• Communicates with local agency coordination and operations staff in support of customer needs/inquiries.
• Leverage electronic and print collateral to support business opportunities.
• Leverage technology to track sales efforts.
• Supports all inbound communications and determines the best course of action based on call type/inquiry.
• Any other duties as assigned by Manager.

MINIMUM QUALIFICATIONS :

• High School/GED minimum. Associates/Bachelor's degree from four-year college or university preferred.
• A minimum of 2 years' experience working in a customer service / care role.
• In home, visual surveying background in the household industry preferred.
• Excellent verbal and written communication skills.
• Excellent teamwork and interpersonal skills required.
• Highly customer service oriented.
• Ability to demonstrate initiative and to work with minimum supervision.
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday.
• Ability to multi-task and organize workflow to manage daily responsibilities.
• Detail-oriented with strong presentation skills.
• Excellent computer skills. Proficient in Microsoft Office (Excel, Word, Outlook).

PHYSICAL REQUIREMENTS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• This position requires the ability to occasionally lift office products and supplies, up to 10 pounds.
• Ability to sit for long periods; stand and walk frequently; and bend, stoop, and reach occasionally.

Required Skills:

• Customer Service: Expert
• Microsoft Excel: Expert
• Microsoft Outlook: Expert
• Microsoft Word: Expert

Preferred Skills:

• Customer Relationship Management: Expert

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.