| Location | Farmington Hills, MI |
The Big Task
The Customer Service Representative will provide each customer witha delightfulexperience while booking jobsintothe 3-day board.
Key Sub-Tasks
At the end of the first6weeks you will be expected to
Have athoroughunderstanding of our brand and corevalues
Understand and read the 3-day board
NavigateourCustomer Relationship Management CRM tool Teams and phone system
Effectivelybookoutbound calls inboundcalls chats online leads etc.
PassourCSRtraining assessment
Achieve a raw inbound call booking rate of 27
Achieveanadjustedinbound call booking rate of75
Average handle time between 3-6 minutes
Achieve a Quality Score of 75
At the end of the first3 months you will be expected to
Achieve a raw inbound call booking rate of 37
Average handle time between 3 and 4.5minutes
Achieve an average quality score of 75
Inbound touches a minimum of 35per day
At the end of the first 6 months you will be expected to
Pass Power Selling Pros Level 1 assessment
Ongoingtasks
Follow all department procedures and processes
Utilize the Six Steps of a Call"tocreate a consistent customer experience
Communicate effectively with customers and team members alike
Support our Home Care Club members by booking their pre-paid appointments and renewingtheirplans
Make outboundcalls when requested by the manager to meet booking goals
Complete administrative tasksas assignedby yourManager
Key Performance Indicators KPI
Uphold support and engage in our purpose and corevalues
Achieve a raw inbound call booking rate of 37
Average handle time between 3 and 4.5minutes
Achieve an average quality score of 80
Inbound touches a minimum of 35 per day
Desired Skills & Experience
Applicants must have a high school diploma orGED
2-3 years of Customer Serviceandor Call Centerexperience
Strong verbal and written communication skills
Good typing skills
Experience with Microsoft OfficeandTeamsispreferred
RequirementsAbility to pass prescreening requirements
Clear 9-panel drug test and background check
Core Values
Love
Team
Professionalism
Today
Mission Statement
To be ever building the professionalism integrity and honor of the trades.