• Are you an empathetic & optimistic customer service representative that treats every customer like a VIP?
• Do you have a quirky, creative side and strong marketing/sales mindset with impeccable written communication skills?
• How would you like to be valued and compensated generously for doing your job well?

If so, this job might be for you!  Read on and apply if interested & qualified.

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.

Our current Web CSR job opening's work schedule is from 8:00am to 6:30pm, a 10 hour shift, 4 days per week:  Thursday to Sunday.  

This job is like a cross between an email/chat CSR and a marketing specialist, crafting enticing promotional emails and responding to customers & fans through social media.  Sounds fun, doesn't it?

JOB DESCRIPTION:

Primarily responsible for providing excellent customer service via e-mail and online chat by utilizing knowledge of our company’s products and programs to resolve a variety of customer inquiries such as booking service appointments, scheduling maintenances, updating financial information, also resolving customer concerns by determining the problem and ensuring resolution.

JOB RESPONSIBILITIES:

• Provides initial contact and outstanding customer service via e-mail and Live Chat to a variety of customers
• Up-sells and cross-sells while providing a genuine customer service experience
• Evaluates customer’s situation and needs while setting up maintenance calls and other appointments to set the stage before a technician goes to their home
• Fields general customer inquiries, answers contract questions, troubleshoots problems, and resolves concerns for long-term resolution
• Monitors online reputation for customers posting positive and negative feedback
• Assists in creating and monitoring various e-blast campaigns to both customers and prospects, including writing persuasive subject lines to entice recipients to open e-mail and compelling content for the body of the e-mail
• Execute various sales initiatives & educate customers on value/benefit, increasing revenue
• Utilize resource documentation for reference and the provided automated & training tools to deliver exceptional customer service
• Must partner with Dispatch, (Priority Advantage) Maintenance Agreements Department, Technicians and Installers to provide customers with service, as outlined in department policies and procedures, while meeting or exceeding customers’ expectations
• Process customer orders/changes according to established policies and procedures using tracking software
• Provide timely feedback to company regarding service failures or customer concerns
• Must be “clocked in” and ready to start responding to messages and emails, as scheduled
• Complete training requirements to stay updated on existing/new systems & products, to develop skills, and to maintain alignment with company values and organizational requirements

MINIMUM JOB REQUIREMENTS:

• 1 year of experience with sales and customer relations via e-mail or chat correspondence
• Excellent written & verbal communication skills fluently in the English language
• Ability to write and communicate concisely, yet persuasively
• Impressive Customer Service skills with emphasis on the ability to properly defuse situations and maintain good rapport with customers without verbal communication
• Strong multi-tasking skills with the ability to assist multiple customers at a time
• Able to think quickly, as well as anticipate & solve problems effectively
• High School Diploma or GED
• Demonstrated competency in Windows-based PC environment, internet, and use of automated systems
• Keyboard typing proficiency a minimum of 50 WPM
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)

PREFERRED JOB REQUIREMENTS:

• Bachelors degree in related field, such as Business Admin., Marketing, Public Relations, etc.
• 3+ years of experience with sales and customer relations via e-mail or chat
• Prior experience in e-mail marketing

Morris-Jenkins is proud to offer:

• Competitive pay ($15/hr + uncapped commission + occasional OT available)
• 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.