This position is for IN OFFICE ONLY
Client Relations Specialist - Outbound Specialist Job Description
Job Summary:
Client Relations Specialist take calls from customers, answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, recording all data in the CRM, listening to customers’ needs or issues and providing helpful solutions to their problems. They also process contracts and/or warranties, pull data from CRM, and record Call Center data. Client Relations Specialists report to the Call Center Manager.
Primary Job Duties:
- Customer Service:
- Handle inbound calls from customers, addressing inquiries, providing information, and resolving issues in a professional and timely manner.
- Assist customers with scheduling appointments, answering questions about roofing services and product offering as needed.
- Take the extra mile to engage customers, providing personalized service and ensuring a positive customer experience.
- Schedule appointments and keep all sales tech calendars updated with availabilities, closed dates, and PTO.
- Diligently oversee and manage the Customer Service platform for potential leads and messages to be answered within 10-20 seconds.
- Construct and schedule review and referral links to be sent out after project completion through Customer Service platform.
- Administrative Tasks:
- Maintain accurate and detailed records of customer interactions, including notes on inquiries, complaints, and resolutions in the company's CRM system.
- Product and Service Knowledge:
- Develop a thorough understanding of the company's roofing products, services, pricing, and policies to effectively address customer inquiries and provide accurate information.
- Problem Resolution:
- Identify and escalate complex customer issues to the appropriate department or supervisor for further assistance and resolution to ensure high customer service.
- Follow up with customers to ensure that inquiries and concerns are addressed satisfactorily in a timely manner.
- Sales Support:
- Promote company services and products to customers during interactions, highlighting key features, benefits, and value propositions.
- Conduct outbound calls as required by the Call Center account manager.
- Oversee CRM overdue activities daily and send reports to leadership for handling instructions.
- Team Collaboration:
- Collaborate with team members and departments to share knowledge, best practices, and insights to improve overall customer service and satisfaction.
- Participate in team meetings, training sessions, and coaching sessions to enhance performance and skills.
- Adherence to Policies and Procedures:
- Adhere to company policies, procedures, and guidelines related to customer service, quality assurance, and data security.
- Maintain confidentiality of customer information and sensitive company data at all times.
Skills:
- Excellent verbal and written communication skills.
- Strong interpersonal skills and ability to build rapport with customers.
- Outgoing personality that possesses the ability to start and hold a conversation.
- Proficiency in Microsoft Office Suite and CRM software.
- Ability to multitask, prioritize tasks, and manage time effectively.
- Problem-solving abilities and a customer-centric mindset.
- Willingness to work flexible hours, including evenings and weekends as needed.
Education and Experience:
- High school diploma or equivalent required; college degree preferred.
- Previous experience in customer service, call center, or related field preferred.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Job Type: Full-time
Pay: $17.00 - $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Application Question(s):
- Are you familiar with any CRM software?
Experience:
- Customer service: 1 year (Required)
- Call center: 1 year (Preferred)
- Office: 1 year (Required)
Language:
Work Location: In person