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Customer Service Representative

Thornton & Grooms

  • Farmington Hills, Michigan
  • 30+ days ago

    Highlights

    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. Big Task Provide every customer with a delightful experience while booking jobs into the 3-day board and supporting the team’s scheduling success.

    Numbers & Facts

    LocationFarmington Hills, Michigan
    Websitehttps://thorntonandgrooms.com/about/careers

    Description

    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.
     
     
     

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