• Trying to find only a part-time job at around 20-25 hours per week?
• Are you an empathetic & optimistic customer service representative that treats every customer like a VIP?
• Have you previously been successful at persuasively overcoming customer objections?

Join us at Morris-Jenkins, voted #1 Top Workplace in the mid-size category by Charlotte Observer in 2016!  Our company culture is unmatched (we know how to have fun!).  See for yourself by viewing the Morris-Jenkins YouTube Channel.  Help us help our customers feel comfortable in their own homes!

Morris-Jenkins is the market leader for residential HVAC service in Charlotte, NC. We are proud of our past and even more excited about our future. Morris-Jenkins Co. continues a 57 year trend of growth and stability.

Schedule:  part-time, 20-25 hr/wk, Mon-Fri, 9am-2pm or 10am-3pm

SUMMARY DESCRIPTION:  

Develop and maintain excellent customer relations with new and existing customers resulting in increased levels of customer retention. This is to be achieved through proactive and reactive communication with our customers who have either expressed a wish to cancel their services with us or whose recent account activity (i.e. declined cards, expired cards etc) indicates that they may be considering a cancellation in service.

JOB RESPONSIBILITIES:

• Responds to incoming requests for cancellation of services persuading our customers to remain with us
• Proactively contacts customers who are identified as a risk of cancellation and ensures that the opportunity to retain these customers is identified
• Assists with making outbound calls to customers with a declined transaction to update payment information
• Identifies opportunities to turn dissatisfied customers into happy customers
• Documents customer outcomes to provide feedback and data of reasons why customers choose to cancel their services with us
• Assists customers who may require different services to best fit their needs
• Pulls semimonthly Accounts Receivable (AR) report for declined credit cards and ACH payments, and then imports into a continuous tracking spreadsheet that is updated daily
• Adjusts accounts accordingly, whether maintenance is cancelled, account paid in full, given a benefit etc. and updates AR functions correctly
• Responds to incoming phone calls, emails, and letters in regard to cancellation of service, and updates tracking spreadsheet daily with those requests and their outcomes
• All other duties and responsibilities, as assigned by manager

MINIMUM REQUIREMENTS:

• 1+ year of experience with customer service experience, including potentially irate customers
• Excellent interpersonal & communication skills, including empathy, listening, and willingness to go above and beyond customer expectations
• Exceptional time management skills with the ability to organize and manage multiple tasks at once
• Demonstrated competency in Windows-based PC environment, Microsoft Office (Excel, Outlook, Word), keyboarding proficiency, internet savvy, and use of automated systems
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)

PREFERRED REQUIREMENTS:

• 2 years of experience with customer retention
• Prior sales experience with proven ability to overcome customer objections
• Prior high-volume outbound calling experience with demonstrated ability to stay self-motivated

Morris-Jenkins is proud to offer:

• Competitive pay ($15+/hr DOE, plus monthly performance bonus potential)
• Advancement opportunity
• Continuous training & professional development