The Requirements
To be a strong fit for this opportunity you will have:- High School diploma or equivalent required, college preferred.
- Minimum of 5 years of versatile customer service experience, including at least 3 years in a call center role. Quick question for you - click here
- Dedication to providing superior customer service.
- Exceptional phone and interpersonal skills.
- Exceptional written and verbal communication skills.
- The ability to manage multiple priorities within a fast-paced, deadline driven, multi-discipline environment.
- Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner.
- The ability to talk and type accurately; typing speed of at least 40 wpm.
- The ability to sit for the majority of the shift.
- Proficiency in Microsoft Word, Outlook, Excel.
- The ability to deal with ambiguity and change.
- The ability to navigate difficult customer situations and present solutions that end in a positive outcome.
- The ability to serve as a champion of service!
- A background in the apparel, catalogs, SEO or related industry could be a good fit for this position.
The Role
This is not your standard Call Center position. Your goal will be to set appointments for potential customers to utilize our service. You’ll leverage your strong communication and interpersonal skills to share our value proposition and the many advantages our company provides to our customers. In addition to securing service appointments, you will also field a variety of calls that can include maintenance issues, basic technical questions, account balances, and much more.
More specifically, your key duties and responsibilities will be to:
- Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs.
- Receive high volume of inbound calls (approximately 150) with varying degrees of questions or concerns.
- Answer inquiries by clarifying desired information; researching, locating, and providing information.
- Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Respond to incoming requests for cancellation of services and work to retain our customers by utilizing product knowledge and resources that are provided.
- Identify opportunities to turn dissatisfied customers into happy customers.
- Maintain call center database by entering accurate and detailed record of customer interactions, inquiries, complaints, or comments, as well as action taken.
- Achieve productivity standards and goals set by the company while maintaining high level of customer service.
- Adhere to all standard telephone measurements set in place. Uses proper telephone etiquette.
- Makes outbound calls to new and existing customers.
- Update job knowledge by participating in educational opportunities.
Why Service Champions
Dedicated to customer service -- We can’t stress it enough: the customer is our top priority. One of the major differentiators of our business is our ability to handle a customer concern. We never want a customer to have a bad experience that we can’t correct, and as a Customer Service Representative you will serve as the voice of our organization and ensure that each call ends with a satisfied customer.
Great team environment -- This is a smaller Call Center environment--the team you’ll be joining currently has 8 Reps in place but we are looking to almost double the size of this group. We have metrics and goals for each team member to meet and a good understanding of how each of our Reps is performing. You can expect to work closely with leadership to ensure your are providing the best customer experience possible.
Professional development -- We are committed to helping all our people grow professionally and providing career development opportunities. In addition to formal training and development, within Service Champions you'll work and learn from a variety of talented people, and you'll also have opportunities to network with peers throughout our growing organization. Your manager is eager to see his employees and Call Center thrive, and you'll receive the resources and support that you need to succeed.
Our “Good Deeds For Free” promise -- Service Champions was founded on the principle that good deeds fuel our local communities and that each good deed bears more good fruit. For this reason, our team members approach their work as a way to contribute to the neighborhood. It is by this principle that Service Champions has become a leader in the industry, cultivating exceptional people to provide extraordinary service.
Excellent compensation -- In addition to a competitive salary and bonus incentive, we offer comprehensive benefits, including medical, dental and vision insurance; a 401(k) plan with company match; paid time off and more.
Pictured: We have been named in publication by the Orange County Register as one of the top places to work. It is an honor to know that our employee feedback to a third party company, WorkplaceDynamics, LLP, a leading research firm on organizational health and employee management, has recognized Service Champions as a premier place of employment.
Keys to Success
Although your superstar mentality, phone skills and high-energy approach will be essential to your success in this role, just as important will be your typing and documentation abilities. The information that you gather on your calls will go directly to our Dispatchers, Technicians and other stakeholders, so your attention to detail and ability to take comprehensive notes that capture the whole situation will be critical. Quick question for you - click hereOur motto here is “if you aren’t taking a call, you’re making a call.” This is a one-stop Call Center shop and we don’t transfer a lot of calls out, meaning it will be important that you have the knowledge and skill to handle every call that reaches your desk.
Additionally, to be an outstanding Call Center Representative you will encompass our 7 Core Values:
- Integrity
- Respect
- Compassion
- Punctuality
- Teamwork
- Enthusiasm
- Accountability
About Us
At Service Champions, we have assembled a team of professionals with one goal in mind, your complete and total satisfaction. From air conditioning and heating tune-ups, maintenance, repairs, installations our Peace of Mind Guarantees is our written commitment to you. For your security, all of our staff are background checked and drug tested and we'll email a picture of our technician, before he or she arrives. We have a state-of-the-art training facility where each technician receives 150 hours of mandatory classroom training each year. From the moment you contact our Call Center, to the Technician completing the job and leaving your home, you'll then understand why our name is Service Champions.
Pictured: The culture of Service Champions, from the very beginning, has been to encourage and lead all team members to go above and beyond while serving our clients.
