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Call Center Customer Service Representative

Company: American Residential Warranty
Location: Fort Lauderdale
Posted on: November 22, 2021

Job Description:

Compensation:Hourly rate plus commissions, bonuses raffles and spiffs. Total compensation between $30,000 - $50,000Shift:Monday-Friday 8:30am-5:00pm, 9:30am-6:00pm, 10:30am-7:00pm or 11:30am-8:00pm. Mandatory 1 Saturday per month.An ARW Customer Service Representative (CSR) will be an enthusiastic, innovative problem solver. They will listen to our customers to understand the reason they are contacting us and address all question or complaints and provide an accurate and efficient response. CSR's should seek to create a positive and memorable experience for each customer. A CSR will retain our customers, handle payments, log complaints and concerns, explain products and services, and upsell to our customers. CSR's will provide support to customers through various channels (email, phone, chat, etc.)Job Responsibilities:-- - Answers incoming customer contacts regarding their policy, billing, claims inquiries and other general questions/concerns.-- - Builds a memorable experience with our customers by problem solving, building trust and ensuring clients feel supported and valued.-- - Engage in active listening with customers, diffuse angry customers and escalate any issues to their supervisor.-- - Identify opportunities to offer additional products/service to our customer and provide them with accurate information to compete the upsell/upgrade in their policy.-- - Impact the company's bottom line by problem solving and converting each customer into a lifetime customer.-- - Work with their supervisor to stay updated on product knowledge, promotions and any changes in company policies.-- - Communicate to their supervisor when they see an opportunity to improve any part of the customer support process.-- - Accurately utilizes phone software (Five9), Customer Relationship Database (CRM) and follow scripts appropriately.-- - Participate in training and other learning opportunities to expand knowledge of position.-- - Adhere to all company policies and procedures.Requirements:-- - Has a customer FIRST mentality.-- - 2+ years of previous customer service experience (previous sales experience preferred).-- - Ability to accurately log detailed information.-- - Excellent organizational skills and attention to detail.-- - Possess exceptional active listening, verbal and written communication, professional demeanor, empathy and exceptional customer service.-- - Proficiency with computers and strong typing skills.-- - Understanding of company products, services and policies.-- - Ability to ask questions and diffuse tense situations.-- - Bilingual (Spanish) a plus.-- - Must be available to work holidays and weekends and occasional overtime based on business needs.-- - Must qualify for a Florida telemarketing license.-- - Must be 18 years of age or older.Job Type: Full-timePay: $30,000.00 - $50,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceDisability insuranceEmployee assistance programFlexible spending accountHealth insuranceLife insurancePaid time offPaid trainingVision insuranceSchedule:8 hour shiftHolidaysMonday to FridayWeekend availabilitySupplemental Pay:Bonus payCommission payApplication Question(s):Describe how you would handle a customer that called in twice and is still unhappy with their service and wants to cancel?Work Location: One location

Keywords: American Residential Warranty, Fort Lauderdale , Call Center Customer Service Representative, Hospitality & Tourism , Fort Lauderdale, Florida

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