Senior Customer Service Representative

Job Description

Job Description

Are you an eager self-starter that loves systems and improving efficiency?

Are you looking for a career that is rewarding with opportunities for growth?

As the Senior Customer Service Representative, you will serve as the guru of residential garage doors, garage door openers, and related components. You will interact with customers on a daily basis, providing them with excellent customer service, answering all customer inquiries with high level of accuracy and up to date information. You will support the Logistics team as needed and provide a high level of customer service to internal customers, such as technicians in the field, installers, etc. You will also provide training support for all customer service duties inside and outside of the customer service team. This position will be part of our Customer Service team, not only supporting all of the functional departments and employees of Sydnic LLC, but also supporting our external customers.

If you are looking for a company that values your success, where you can grow both personally and professionally, we would love to talk to you.

Apply at Precision Garage Door Service today!

Why You’ll Want to Join the Precision Garage Door Service Team

As a vetted franchise owner, we’re a leader in the industry, focusing on the customer experience and your career. You’ll receive:

· Professional training and development – Our goal for our office team is to own systems, processes, and results.

· Pay – you’ll make between $24 and $28 per hour as a Senior Customer Service Representative.

· A team invested in your future – We’re a team here, and while you’ll be working independently much of the time, you’ll find out quickly that everyone has your back.

· Support from our leadership – We are passionate about helping and supporting you and your goals.

· Support from the Team – Just because you are on your own doesn’t mean you are completely isolated. We have a dynamic team environment where we keep in touch with everyone, whether it’s on a group phone call or a FaceTime chat to help each other out through the day. We meet regularly.

· Friendly Competition and Accountability – We push each other to be better and are all competitive by nature. We hold each other accountable and learn from each other’s mistakes.

· One of the Best – As a Precision Garage Door Service employee, you’ll be representing a brand that sets a high level of professionalism in the industry, from our branded company vehicles to our high-quality level of service. We also set a high bar in valuing and taking care of our employees, providing the best benefits packages and compensation opportunities.

Your Responsibilities as a Senior Customer Service Representative:

As a Senior Customer Service Representative, you’ll promptly and professionally handle any incoming calls and requests from customers, while providing an exceptional level of customer service.

• Assist with payment verification and location of any missing payments in conjunction with accounts receivables
• Provide quality customer service in a variety of areas, including but not limited to: scheduling, billing, ordering, and technical support
• Assist customers with basic technical support needs
• Manage customer service resources (ex. Mail Page, Trello, etc.)
• Manage and issue customer refunds
• Assist with receiving payment from customers via credit card, financing options, etc.
• Assist with marketing tasks, such as managing the “Before and After Photos” for the marketing team.
• Manage responses to customer reviews
• Respond to customer messages received on marketing platforms (i.e. Angi, Yelp, BBB, Facebook, Google, etc.)
• Assist with and manage collection of accounts receivables
• Schedules technician calls for all markets as needed
• Provides phone support in all markets
• Provide backup support to Logistics, including communication with customers and response to their inquiries when able/as needed
• Work with other relevant teams to resolve any potential or current customer issues
• Follows up with all customer inquiries or estimates
• Document communications with customers in CRM systems
• Provide administrative support to various functions within the organization
• Provides initial training, alongside the manager and Customer Service Lead, and offers continued training in the realm of customer service for the department and other outside departments
• Assists in roll out of new processes and systems, alongside the manager and Customer Service Lead
• Aids in identifying potential areas of improvement in the customer service department

How to Succeed in this Role

· Maximizing Your Time – You will stay busy by fully addressing the customer’s needs and offering them the best solutions, and managing your time throughout the day to help as many customers as you can. This allows you to control your own income.

· Quality Work – You’ll make sure the job gets done right the first time.

· Wowing the Customer – Customers will be happy and leave glowing reviews.

· Commitment to Safety – You drive and work safely.

Requirements for the Senior Customer Service Representative Role

Basic Position Requirements

· Ability to provide excellent customer service by assessing customer needs, meeting quality standards and evaluating customer satisfaction

· Ability to give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times

· Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work

· Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

· Ability to cooperate and solve problems in a team environment

· Ability to follow complex instructions and communicate effectively orally and in writing

· Ability to organize work for timely completion

· Ability to identify specific door brands, openers, keyless entry systems and components

Knowledge/Skills/Abilities

• Knowledge of scheduling, problem solving and conflict resolution
• Knowledge of basic accounting and finance as it relates to sales
• Skill in using Microsoft Office products (Word, Outlook, and Excel) or equivalent in G-Suite
• Skill in using alternative computer programs and software (Service Titan, Swipe Simple, Salesforce, etc.)
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to provide excellent customer service by assessing customer needs, meeting quality standards and evaluating customer satisfaction
• Ability to give full attention to customer communications, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times
• Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work
• Ability to cooperate and solve problems in a team environment
• Ability to follow complex instructions and communicate effectively orally and in writing
• Ability to organize work for timely completion
• Ability to learn and identify specific brands of products offered and components
• Ability to learn and convey basic technical support
• Ability to assist with administrative tasks

Pay and Benefits

We offer competitive pay that will meet or beat any trade. Pay will be approximately $50,000-$60,000 per year.

• Competitive pay that grows with experience
• PTO (Paid Time Off)
• 9 Paid Holidays (New Year's Day, Good Friday, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day)
• On-the-Job Training & support
• Travel expense reimbursement and Training Per Diem
• Professional Development reimbursement
• Health, dental, vision insurance (multiple insurance level options)
• HSA/FSA
• Accident coverage
• Short and Long Term Disability
• Company Sponsored Life Insurance
• Voluntary Life Insurance
• 401k Retirement Options w/ 5% company match
• Employee Referral Program up to $500

At Precision Garage Door Service, we take pride in building a strong team and a sophisticated reputation. With our training and processes, the sky is the limit for your success in this industry.

If you are ready to put your customer service and mechanical skills to work to elevate your career, then we want to hear from you.

APPLY TODAY!