• 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?
• How would you like to be valued and compensated generously for doing your job well?

Join us at Morris-Jenkins.  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.

The work schedule is Monday to Friday, from 9:00am to 6:00pm, including 1 Saturday per month (switched with a weekday).  This unique role is something similar to a split between a Customer Retention (inbound) and Collections (outbound) Specialist.

JOB 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
• 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
• Makes outbound calls to customers with a declined transaction within two days after the declined date; multiple attempts
• Adjusts accounts accordingly, whether maintenance is cancelled, account paid in full, given a benefit etc. and updates AR functions correctly
• Notifies PA department immediately if a customer cancels or a special spiff’ is given
• 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
• Makes outbound calls to expiring annual and platinum agreement customers to renew contracts within 30 days after expiration date
• All other duties and responsibilities, as assigned by manager

MINIMUM JOB 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 JOB 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 full-time + several hundred $ per month in performance incentive pay)
• Generous PTO (Paid Time Off) awarded
• 7 paid holidays
• Medical, dental, vision, life, long & short term disability insurance
• 401k Retirement plan
• Advancement & training opportunity

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl: talk or hear; taste or smell. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. May require substantial movement (motion) of the wrists, hands, and/or fingers in a repetitive manner, including use of a keyboard for typing and/or mouse for pointing.

WORK ENVIRONMENT:

While performing the duties of this job the noise level is usually moderate. May require extensive use of a PC to access data and customer information. Requires wearing of a headset for communication with customers on the phone. Maintain confidentiality with customer information.