Manage large amounts of incoming phone calls and internal transfers from other departments
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customers through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Schedule service appointments as needed
Address inquiries about repairs and maintenance
Review and manage billing and invoice inquiries
Handle customer complaints, provide appropriate solutions and alternatives within established time limits; follow up to ensure resolution
Keep accurate records of customer interactions and account related information
Ensure a positive customer experience throughout every interaction
Uphold all company policies and procedures

Must be able to train and work in a remote environment
Availability to work flexible hours between 5:00am and 6:30pm MST, including weekends
Proven sales and customer support experience or experience as a Client Service Representative
Strong phone contact handling skills and active listening
Strong knowledge of computer systems and software, Service Titan CRM a huge plus!
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize, and manage time effectively
Must be able to type 40 wpm or more
Strong written and verbal communication skills
Ability to pass a pre-employment drug test (not including THC) and criminal background check
Strong reading comprehension as well as basic math skills are required
Employment requires current eligibility to legally work in the United States.

Customer Care Agent

Key skills