- Are you an empathetic & optimistic customer service representative that treats every customer like a VIP?
- Is "Enthusiasm" your middle name?
- Would you enjoy working for a company with strong moral values that actually follows them? (honesty, integrity, fairness, and respect, and we always strive to make it easy for our customers to do business with us)
- Hourly rate $15.00/hr + commission + OT often available, average total $33,000 to $40,000 per first year; Sound appealing?
Day Shift - 4 days/week, 10 hour shifts (rotational days off and time of shifts) from 10:00am to 8:30pm (30 min. lunch), including some weekends.
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.
JOB DESCRIPTION:
Primarily responsible for providing excellent customer service by utilizing knowledge of our company’s products and programs. Customer Service Representatives are responsible for resolving 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:
- Provide customer satisfaction through effective & timely one-call resolution for a variety of customer inquiries, building customer loyalty
- 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
- Meet department productivity and quality standards
- Demonstrate positive & cooperative behavior with customers and coworkers
- 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
- Must address customer issues and ensure effective, long-term problem resolution
- Provide timely & accurate information to incoming customer orders, order status, and product knowledge requests
- Respond to customer inquiries via telephone, e-mail and/or chat
- 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 receiving calls, 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
- All other duties and responsibilities, as assigned by supervisor/manager
MINIMUM JOB REQUIREMENTS:
- 1 year of experience in customer service
- Excellent interpersonal & communication skills
- Exceptional time management skills with the ability to organize and manage multiple tasks at once
- Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
- Alignment & commitment to company values (honesty, integrity, fairness, and respect)
- Ability to work evenings, weekends, or varied shifts, as assigned, with reliable transportation and predictable, consistent attendance
PREFERRED JOB REQUIREMENTS:
- 1 year of experience in a call center environment
- Prior sales experience
- 3+ years of experience in customer service
Morris-Jenkins is proud to offer:
- Competitive pay ($15.00/hr + uncapped commission + OT available)
- Generous PTO (Paid Time Off) awarded
- 7 paid holidays annually - may be required to work and will receive additional compensation
- Medical, dental, vision, life, long & short term disability insurance
- 401k Retirement plan