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Form of work
SalaryJob Summary/ Objectives:
The call center representative is responsible for accepting inbound calls & out-bound calling. Properly assigning calls to the proper technical field(s). Develop and maintain relationships between Mac 5 Services and customers. Manage and meet all KPI’s as assigned by the call center manager. Transfer/ email escalated calls to the call center manager to maintain customer satisfaction. Encourage all current and prospected customers to advertise Mac 5 Services as their go to company.
Essential Job Functions:
- Manage and meet or exceed all KPI’s as assigned (See KPI’s below)
- Build rapport with customers
- Develop key client relationships
- Participate in training as assigned by the call center manager
- Manager check in weekly (one on one)
- Maintain and update customer profiles/ database
- Scheduling
- Cross sale/ offer of services for every call*
- Multitask while on the phone, email, Microsoft teams
Position Responsibilities:
Maximizing performance in multiple areas, including but not limited to:
- 50+ touches to customers daily (inbound and out-bound collectively)
With a closing rate of at least 10%
- Email or mail Estimates or invoices
- 40-hour input weekly
- Assist customers with booking service needs
- Scheduling
- Customer satisfaction
- Cross sale/ offer capabilities
- Multitask while on the phone, email, and Microsoft teams
Qualifications/ Abilities:
- Excellent communications skills
- Proficient customer service skills
- Sales experience a plus
- Multitasking
- Ability to work in a loud environment
Experience and Education:
- Minimum 2-3 years of experience in customer service or related field(s)
- Preferred, service titan experience and call center experience
Job Type: Full-time
Pay: From $16.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Experience level:
- 2 years
Shift:
- 8 hour shift
- Day shift
- Evening shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Call center
- In-person
Work Location: In person
