Contact Center Representative - Utica, MI
Weingartz has a 75-year reputation as an industry leader and great place to work. We provide a family-oriented environment to build a career and are honored to have many employees that have been with us for 20-plus years. We are still growing quickly and have stable leadership, top brands, on-the-job training, and an exceptional team. We are looking to invest in expanding our employment base to continue our growth. We are an equal-opportunity employer. Find more information about our company and history at www.weingartz.com.
Summary
The Contact Center Representative (CCR) responds to inquiries, addresses need and resolves concerns coming into the call center. The CCR will be required to write parts orders, service orders, schedule pickups, deliveries, At Home Maintenance and collect payment.
Why You'll Love Working Here
- Long-term opportunity in a growing, family-oriented company, and paths for advancement as skills grow.
- Excellent pay and world-class benefits.
- Regular performance reviews and feedback with leadership that wants to help you progress in your career.
- Work in a friendly and relaxed environment that promotes continuous learning and development.
- 100% Employer Paid Medical Insurance, Dental, Short-Term Disability, and Life Insurance.
- Additional Voluntary Benefits Offered: Vision, Long-Term Disability and Additional Life Insurance.
- 401(k) with 100% Employer match up to 3% employee contribution + 50% Employer match up to an additional 2% of employee contribution.
- Tuition Reimbursement Program, Employee Referral Program, Employee Discounts, Employee Assistance Programs.
- Employer Provided Asset Health Wellness Program activities offered to earn HSA Contributions & prizes.
- Competitive paid time off package offered, in addition to 6 annual paid holidays.
Essential Duties and Responsibilities
- Listens to customers and provides answers or additional resources as necessary.
- Ability to answer and respond to an average of 125+ calls a day.
- Follows up with customers to ensure that customer concerns are resolved as required.
- Write accurate parts and service orders using accurate information gathered from understanding the needs of the customer.
- Schedules pick-ups, deliveries, and At-Home Maintenance and provides delivery appointment details.
- Places primary importance on delivering superior customer service.
- Ensures call center processes are adhered to and completed on time.
- Ability to provide clear and professional communications including reading, writing, and speaking.
- Maintains a positive work atmosphere by acting and communicating in a manner to get along with customers, co-workers, and management in a manner that models the Weingartz Values.
Requirements
- 2+ years in a call center or customer service role
- Excellent verbal (phone) and written communication skills are a must.
- Proficient with standard desktop software.
- Drive to resolve customer calls and ability to assess when to escalate.
- Willing to work towards the customer communication standard.
- Ability to handle a variety of tasks.
- Careful attention to detail; careful attention to numbers.
Skills
- Enjoys being part of the team working successfully with customers.
- Service minded, organized and ability to work with a sense of urgency and independently.
- Strong communication skills.
- Effectively communicating to homeowners and commercial customers the key features and benefits of our products.
- Technology: Utilizing computer programs to find correct parts for customers. Comfort and ability in working with computers.
Work schedule
The position is full-time, requiring varying shifts Monday through Saturday to cover business operations. Occasional extended days and/or weekend hours may be required. May be required to work 45+ hours a week during the Spring and Summer peak season. This position is non-exempt.
Job Type: Full-time
Pay Range: Starts at $16.00/hour depending on experience.
Visit our websites-www.weingartz.com
We are an equal opportunity employer and will not unlawfully discriminate on the basis of race, color, sex, national origin, age, religion, marital or veteran status, the presence of a medical condition or handicap, height, weight, arrest record or any other protected status in the hiring, payment, discipline or promotion of employees.
Job Type: Full-time
Pay: $16.00 - $17.00 per hour