- 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, 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: Mon-Fri, 8am-5pm, some flexibility; 1 Saturday/month overtime
SUMMARY DESCRIPTION:
Create, renew, and maintain customer agreements. Assist Customer Service and other departments to resolve issues and answer questions in regards to Priority Advantage membership agreements. Follow up with customers that have upcoming expiring agreements to renew. Maintain accurate and current customer data regarding Priority Advantage agreement customers.
JOB RESPONSIBILITIES:
- Resolve customer questions/concerns/complaints with tact and diplomacy
- Assist Customer Service and other departments to resolve issues and answer questions in regards to Priority Advantage (PA) membership agreements
- Setup new platinum Priority Advantage member agreements
- Contact all customers with expiring annual and platinum PA agreements to renew them
- Develop and maintain customer loyalty
- Respond to incoming requests for cancellation of services persuading our customers to remain with us
- Send out renewals (monthly invoices) in a timely fashion
- Extract and create several reports monthly and verify validity of data
- Provide timely feedback to appropriate managers regarding service failures or customer concerns
- All other duties, as required by Supervisor
MINIMUM REQUIREMENTS:
- 2+ years of customer service experience
- High School Diploma or GED
- Strong customer orientation
- Strong computer skills and excel spreadsheet experience
- Must be tenacious and assertive with a questioning mind
- Self-motivated and works well independently
- Creative thinker with ability to think outside the box to achieve goals
- Must be able to take ownership of a project and follow through to completion
- Excellent interpersonal and communication skills both verbal and written
- Time Management: the ability to organize and manage multiple tasks
- Demonstrates a strong ability to prevent customers from switching to competitors
- Detail-orientated
- Excellent attendance record
- Work well under pressure in a fast-paced environment
- Ability to fluently speak, read, and write in the English language
PREFERRED REQUIREMENTS:
- Prior customer retention experience
Morris-Jenkins is proud to offer:
- Competitive pay ($15-17/hr DOE, plus monthly performance bonus potential, typically $200-600+/mo)
- Advancement opportunity
- Continuous training & professional development
- Generous PTO (Paid Time Off) awarded
- 7 paid holidays
- Medical, dental, vision, life, long & short term disability insurance and a flexible spending account
- 401k Retirement plan