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Customer Service Representative

Thornton & Grooms

Farmington Hills, Michigan

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JOB DETAILS
SKILLS
Administrative Skills, Call Centers, Communication Skills, Customer Experience, Customer Support/Service, High School Diploma, Home Care, Microsoft Office, Problem Solving Skills, Service Delivery, Typing
LOCATION
Farmington Hills, Michigan
POSTED
Today
Customer Service Representative
 
Are you friendly, fast-paced, and passionate about creating a great customer experience? We’re looking for a Customer Service Representative to deliver a delightful experience for every customer while booking jobs into our 3-day board. If you thrive on communication, problem-solving, and helping the team win, this role is for you.
 
 
Big Task
Provide every customer with a delightful experience while booking jobs into the 3-day board and supporting the team’s scheduling success.
 
What You’ll Do
  •  
  • Handle inbound calls, outbound calls, chats, and online leads
  •  
  • Book appointments efficiently using the 3-day board
  • Deliver consistent service using the Six Steps of a Call
  • Support Home Care Club members with scheduling and renewals
  • Complete follow-up calls and administrative tasks as needed
KPIs
  • Raw inbound call booking rate of 37%+
  • Average handle time between 3–4.5 minutes
  • Quality score of 80%+
  • Minimum of 35 inbound touches per day
What You Bring
2–3 years of customer service or call center experience, strong communication and typing skills, Microsoft Office/Teams experience preferred, and a high school diploma or GED required.
 
 
Our Core Values
Love. Team. Professionalism. Today.
 
Mission Statement
To be ever building the professionalism, integrity, and honor of the trades.
 
 
 

About the Company

T

Thornton & Grooms