Coordinates and supervises customer service functions to meet and exceed customer service expectations and support service operations.
♦ Supervises and develops the customer service department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
♦ Identifies and implements continuous improvement initiatives by analyzing and recommending enhancements to current customer service systems and processes.
♦ Performs call evaluations and provides feedback and/or suggestions for improvement.
♦ Resolves customer complaints to ensure customer satisfaction. Assists staff members in the resolution of problem issues. Tracks incoming customer complaints and follows-up as necessary.
♦ Resolves price discrepancies and some collection problems.
♦ Reports and coordinates damage issues with the insurance carrier.
♦ Composes apology letters and issues credit certificates to customers or takes other actions depending on the severity of the problems.
♦ Assists in answering incoming customer telephone calls.
♦ Assists in processing service orders and scheduling appointments for service.
♦ Communicates with dispatch to ensure service appointments are properly communicated.
♦ Notifies customers of estimated times of arrival and may dispatch technicians to appointments.
♦ Maintains all warranty and maintenance contract information and files.
♦ Generates warranty invoices and submits to the corporate office for payment.
♦ Gathers data and statistics to create reports for management review.
A High School diploma, or GED equivalent, and 4-6 years of customer service experience required. Related experience and/or advanced training or any equivalent combination of education and experience may be substituted. Must be computer literate with knowledge of Microsoft Office products. Strong communication and interpersonal skills are required.
ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.