Copy of Customer Service Agent

Fix Network World is a leader in aftermarket car care and repair, and they are seeking a Customer Service Agent to deliver exceptional service to Speedy Glass clients. The role involves handling customer inquiries, processing orders, and identifying sales opportunities to meet business targets.

Responsibilities:

• Respond to customer service calls in a timely, courteous, and professional manner
• Place client orders with accuracy
• Refer escalated customer calls to the Call Centre Supervisor
• Investigate and troubleshoot customer service issues, with the goal of resolution
• Effectively and accurately communicate brand identity and corporate position
• Assist customers with standard account-related requests
• Provide information about company products and services, charges, service conditions, and availability
• Update the database with accurate messages regarding transactions
• Conduct callbacks to ensure customer satisfaction, close jobs, and manage schedules
• Other duties may be assigned as required
• Answer inbound customer calls, emails, and chats regarding glass repair and replacement services
• Identify customer needs and recommend appropriate glass repair or replacement services
• Overcome objections and confidently close sales
• Schedule service appointments and provide accurate pricing estimates based on customer needs
• Assist customers with insurance claims verification and processing
• Maintain a positive and professional demeanor while handling customer inquiries, concerns, and complaints
• Communicate with the team to ensure smooth scheduling and service delivery
• Upsell or cross-sell additional services and products when appropriate
• Accurately document customer interactions and service requests in the CRM system
• Meet or exceed call center performance metrics, including call handling time, customer satisfaction, and conversion rates
• Contribute to a positive and professional work environment
• Participate in team meetings and training sessions to enhance skills and performance

Requirements:

• 1-3 years' experience in customer service, preferably in a call center role
• Ability to skillfully operate a telephone, computer, and related peripherals
• Proficiency with Microsoft Excel