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Customer Service Representative

sunderlands Omaha ,NE
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

We need an energetic customer focused/detail orientated team player to help us grow our Tile & Stone company to the next level.

The ideal candidate for this position will possess excellent people skills both with customers and coworkers. We feel that creating a work place where everyone feels valued and respected is the keystone to providing excellent customer service. Additionally the perfect candidate needs to possess excellent organizational skills and foresight to effectively manage our scheduling system.

The following is more detail about what this role will entail:

Managing the dispatch calendar in all aspects

Route the schedule for each day
Find ways to improve efficiency
Maximize the schedule
Contact clients with changes or when preferred tech is not available
Manage last minute cancellations by charging customers and making changes
Contact techs with any changes
Manage any changes customers want to make with their schedules
Make changes if a tech calls out or needs the day off
Send weekly reminders
Notify management if needing to hire
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Manage Customers

Deactivate one time customers
Dispatch calendar goals

Techs driving under or right around 15 miles per day
Techs scheduled between 6 to 6.5 hours
% of available hours booked
Increase job hours per day
Find ways to make the schedule more efficient through better processes with time management
Schedule home checks

At Least one per quarter per tech
Once a month for the first three months of employment
Once the second week of being solo
As needed for underperformers
Schedule trainings

Schedule as needed upon hire or retraining when needed
Invoices

Send invoices daily
Look for inconsistencies in pricing/errors
Payment processing

Process payments daily
Manage declines
Do not let them pass 90 days
Add tips and process
Time management for techs

Manage time sheets to ensure accurate time clocks
Report to manager if techs are not clocking in or out properly
Pull report daily
Notify manager if techs are consistently going over time or under time
Customer Attrition

Maintain person great customer service
Call to ensure customers are happy after their first service with us
Manage cancelations
Log all cancels
Maintain under 4.5% attrition
Maintain monthly net member goals
Try to save anyone who cancels
Change their frequency
Resolve issues if possible
Personal sales

Maintain personal sales goals
At Least 45% sales conversion with 65% recurring
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We are committed to customer service excellence and are looking for a like-minded person. If you have the experience, skills and enthusiasm, then we want to talk with you. Please e-mail your resume to us. Thank you.

 

sunderlands

Why Work Here?

Awesome

Address

9700 J Street
Omaha, NE
68127 USA