Customer Service Representative
with Voda Cleaning & Restoration
Department: Customer Service / Administration
Reports To: Owner & General Manager
Reporting Positions: None at this time
This is a Full-time (40 hours), Hourly, In-Person position that does not require travel.
Position Summary/Purpose
We are seeking a friendly and detail-oriented Phone Customer Service Representative to join our team. This role involves assisting customers by scheduling appointments, providing information, resolving issues, and ensuring a positive experience. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for helping others.
Primary Responsibilities
· Answer inbound calls and respond to customers through our various marketing partners promptly.
· Schedule appointments and jobs, as well as accurate maintenance of our scheduling software.
· Confirm jobs and appointments prior to our arrival.
· Provide accurate information about products, services, or policies.
· Handle customer complaints and resolve issues effectively and empathetically.
· Document customer interactions and maintain detailed records in the system.
· Follow up with customers to ensure satisfaction and resolution.
· Follow up with outstanding customer invoices.
· Make outbound calls to previous and potential clients to let them know about any specials and check on any existing needs.
· Collaborate with other departments to address complex or escalated issues, as well as plan and execute the company’s strategic plan.
· Meet or exceed performance metrics, such as call response time and customer satisfaction scores.
· Participate weekly staff meetings and monthly Management Team meetings.
Performance Skillsets
· Verbal Communication
The individual speaks clearly and persuasively in positive or negative situations, and has excellent active listening skills. Effective in one-on-one, small, and medium sized group situations. Adaptable and able to think on his/her feet.
· Written Communication
Writes clear, precise, well organized letters, proposals, and emails. The individual edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar.
· Team Building
Achieves cohesion and effective team spirit with peers and management. Sustains a climate characterized by open, honest relationships where differences are constructively addressed rather than ignored, suppressed, or denied.
· Planning and Organizing
Understands the strategic direction of the organization, understands the implications for the administrative functions, and fit with the other departments. Coordinates plans with other managers and executives.
· Adaptability
The individual adapts to changes in the work environment, manages competing demands, and can deal with frequent changes, delays, or unexpected events. He / She should also have an excellent ability to multitask, prioritize, and manage their time effectively.
· Dependability
The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. Possesses a positive attitude and a commitment to providing exceptional service.
· Technology
The individual can utilize word processing, spreadsheet, and presentation software, and more importantly, the ability to master our CRM (client, scheduling, and invoicing software) and improve its functionality for our business.
Qualifications – Knowledge, Skills, and Abilities
• Education and Experience: High school diploma or equivalent; additional education is a plus. Proven experience in customer service, preferably in a phone-based role. Familiarity with the residential / commercial cleaning, and/or the restoration industry is a plus.
• Financial Reporting: Can pull and format basic sales reports from our reporting systems.
• Leadership Skills: Thrives in a collaborative team environment and effectively contributes to teamwork. Inspires and motivates employees to maintain exemplary levels of quality and service. Positively influences all facets of the business.
• Mathematical Skills: Possesses adequate mathematical aptitude, including the ability to calculate rates, ratios, and percentages.
• Computer Skills: Exhibits comprehensive knowledge of computerized information systems and their applications across all business domains. Demonstrates intermediate to advanced proficiency in using computers, customer service software, CRMs, and various software, particularly MS Office, Word, and Excel.
Working Environment
During the course of performing this job, the employee will regularly need to handle moderate to high call volume, during peak hours. Additionally, the job may involve regular lifting and/or moving of items weighing up to 10 pounds and frequent lifting and/or moving of items weighing up to 25 pounds. The noise level in the work environment is generally quiet.
Welcome to Voda Cleaning and Restoration!
Are you ready to join a dynamic team that is dedicated to a new level of clean? Voda Cleaning and Restoration is not just another cleaning and restoration company; we are the vanguard of excellence in the industry, setting new standards for quality, innovation, and customer satisfaction. As we continue to expand our operations, we're on the lookout for enthusiastic and driven individuals who are passionate about making a difference and leaving a lasting impact in our customers' lives.
At Voda, we understand that a clean and safe environment is essential for human well-being. We take great pride in our ability to restore order, beauty, and safety to homes and businesses after the ravaging effects of water, fire, mold, or other disasters. Our team of technicians comprises skilled professionals who excel in their respective fields, delivering nothing short of perfection in every job we undertake.
What sets Voda Cleaning and Restoration apart?
- Cutting-edge Technology: Embracing the latest advancements in cleaning and restoration technology, we equip our teams with state-of-the-art tools and equipment, making seemingly impossible tasks achievable.
- Expertise and Training: Our employees are the heart of our success, and we invest heavily in their growth and development. We provide comprehensive training programs and continuous learning opportunities to ensure they stay at the top of their game.
- Passionate Team: When you join Voda, you become part of a family that shares an unyielding passion for our mission. Together, we tackle challenges head-on and celebrate triumphs as one united force.
- Client-Centric Approach: We place our clients at the core of everything we do. Our unwavering commitment to exceptional service has earned us a reputation as the go-to experts for cleaning and restoration needs.
- Impactful Work: At Voda, every day presents a new chance to make a meaningful difference in people's lives. From salvaging cherished possessions to restoring homes and businesses, our work goes beyond cleaning; it gives hope and brings joy to those in distress.
- Growth Opportunities: We believe in nurturing talent from within. As you grow with Voda, you'll have access to a world of opportunities for career advancement and personal growth.
- Positive Environment: A positive work environment is key to our success. We encourage open communication, collaboration, and an atmosphere where creativity and ideas flourish.
So, if you're ready to embark on a journey of impact and excellence, Voda Cleaning and Restoration welcomes you with open arms. Together, we will forge a brighter, cleaner future for our clients, our team, and the world around us.
Join us and be a part of something extraordinary! Apply now and become part of a greater mission!