Customer Service Representative

Position: Customer Service Representative Location: Farmington Hills, MI Job Id: 670 # of Openings: 1 The Big Task The Customer Service Representative will provide each customer with a delightful experience while booking jobs into the 3-day board. KeySub-Tasks At the end of the first 6 weeks, you will be expected to: Have a thorough understanding of our brand and core values Understand and read the 3-day board Navigate our Customer Relationship Management (CRM) tool, Teams, and phone system Effectively book outbound calls, inbound calls, chats, online leads, etc. Pass our CSR training assessment Achieve a raw inbound call booking rate of 27%+ Achieve an adjusted inbound call booking rate of 75%+ Average handle time between 3-6 minutes Achieve a Quality Score of 75%+ At the end of the first 3 months, you will be expected to: Achieve a raw inbound call booking rate of 37%+ Average handle time between 3 and 4.5 minutes Achieve an average quality score of 75% Inbound touches a minimum of 35 per day At the end of the first 6 months, you will be expected to: Ongoing tasks: Follow all department procedures and processes Utilize the “Six Steps of a Call” to create a consistent customer experience Communicate effectively with customers and team members alike Support our Home Care Club members by booking their pre-paid appointments and renewing their plans Make outbound calls when requested by the manager to meet booking goals Complete administrative tasks as assigned by your Manager Key Performance Indicators (KPI) Uphold, support, and engage in our purpose and core values Achieve a raw inbound call booking rate of 37%+ Average handle time between 3 and 4.5 minutes Achieve an average quality score of 80%+ Inbound touches a minimum of 35 per day Desired Skills & Experience: Applicants must have a high school diploma or GED 2-3 years of Customer Service and/or Call Center experience Strong verbal and written communication skills Good typing skills Experience with Microsoft Office and Teams is preferred Requirements Ability to pass prescreening requirements: Clear 9-panel drug test and background check Core Values: Love Team Professionalism Today Mission Statement: To be ever building the professionalism, integrity, and honor of the trades. #J-18808-Ljbffr