Customer Service Scheduler

Position Overview: As a Customer Service/ Scheduler, you will have the opportunity to provide excellent customer service with first call resolution and product knowledge. This position requires the ability and desire to provide services by phone 100% of the time. Candidates should be comfortable problem-solving, with a very professional tone and caring demeanor, as well as ensuring top-notch customer satisfaction. Main Job Tasks and Responsibilities: Client Care: • Professionally answer telephone incoming calls with a welcoming greeting and listen attentively to caller’s needs • Accurately document client’s estimate/order number and the reason for calling in the CRM along with all relevant notes • Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner • Review installer reports and reconcile discrepancies daily as needed • Accurately analyze and coordinate product-related solutions to meet customer’s project needs by conferring with supervisor to ensure any associated costs are properly charged • Troubleshoot issues and provide solutions related to product and/or processes • Prioritize inquiries based on level of urgency, identifying matters that require an immediate response • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution • Proactively collaborate with other team members to identify and implement process improvement strategies and tactics • Work well within a team, always seeking to find understanding and work through challenges • Participate in quality assurance processes/programs/initiatives as requested • Demonstrate effective and very professional handling of tough calls/ upset or difficult customers • Review and troubleshoot sales orders • Analyze quotes and measurements provided by Sales and Technicians for accuracy • Deliver complete, informative and accurate estimates as requested by the Commercial and Residential sales teams • Communicate with internal departments to clarify project scope and job details to ensure proper delivery of quoted project • Master product specifications and applications, quoting, order processing, installation process and related field issues Scheduling: • Contact clients to efficiently schedule installation appointments • Schedule appointments for field installers to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate • Follow up and interact with customers and installation teams • Proficiently navigate a Windows-based & Web-based system to optimize current & future schedules Qualifications: • High school diploma • 3-5 years of customer support experience or experience as Client Service Representative • Strong phone contact handling skills and active listening • Customer Orientation and ability to adapt/respond to different types of characters • Excellent written, verbal, interpersonal and communication skills • Strong computer skills including MS Office applications (Outlook, Word, Excel and PowerPoint) • Ability to multi-task, prioritize, and manage time effectively • Strong work ethic and capacity to handle high work volume in a teamwork environment HHU8clVi8v

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