Job Description

Job Description

This position provides customer assistance and service support for the Centralized Service Coordinator Program which handles customer service related calls on behalf of the local service branches. The role is based in a contact center environment, where the majority of the workday is spent answering inbound customer calls and communicating with local service teams via phone, email, and text.

Key responsibilities include responding to inquiries, troubleshooting issues, providing quotes, and scheduling service appointments. Candidates must demonstrate strong interpersonal, written, and verbal communication skills, along with the ability to problem-solve and work independently in a fast-paced, high-urgency setting.

The standard hours of operation are Monday through Friday, 7:00 a.m. to 6:00 p.m. , with the possibility of overtime based on business needs.

Compensation

• Hiring wage: $17.00 per hour
• Annual raises are based on individual and company performance
• Advancement opportunities and hybrid work options may be available upon demonstrated proficiency.

Responsibilities

• Provide courteous, timely, and professional support to customers and the local service teams via phone, email, and text in a contact center environment
• Troubleshoot issues, provide quotes, and schedule service appointments (virtual or in-person)
• Accurately document and process customer concerns using internal systems, tools, and standard work
• Develop working knowledge of company products and services to effectively support customer needs
• Follow standard procedures and policies while communicating clearly and accurately when communicating with customers
• Escalate complex issues to the appropriate local management team when necessary
• Maintain confidentiality and handle personal information appropriately
• Stay current on program updates, systems, and processes through ongoing training and team meetings
• Adhere to attendance and scheduling expectations
• Perform other duties as assigned

Qualifications

• Ability to multitask effectively listening to customers, taking notes, and navigating multiple systems simultaneously
• Strong problem-solving skills, attention to detail, and the ability to work independently in a fast-paced environment
• Professionalism, adaptability, and a commitment to delivering excellent customer service

Computer Skills

• Proficiency with Microsoft Office applications and web-based platforms
• Ability to navigate multiple systems while typing and comprehending information at the same time
• Must exhibit proficient typing skills

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