At Quantum Recruiters we focus intently on providing talent to leading employers throughout the Pacific Northwest. We are proud to partner with a local business to fill a contract to hire, Customer Service Representative role. Our clients offers a great benefits package along with opportunities for personal and professional growth.
As a CSR, you will serve as the primary point of contact to the public, shops, vendors and suppliers. This position involves effective and professional communication in both written and verbal expression. The CSR is responsible for identifying customers’ needs and meeting those needs by using knowledge of company products and procedures. The best fit for this position is an energetic, positive, outgoing, detail-driven team player that enjoys a fast-paced environment.
Responsibilities
• Answer inbound and place outbound calls in a genuine, caring, courteous, pleasant, and enthusiastic tone of voice.
• Welcome and assist customers in person and over the phone.
• Ensure customer experience is positive.
• Identify customer needs and sales opportunities, overcome objections, and educate customers on company products and/or services.
• Schedule appointments and services.
• Demonstrate selling, negotiation and closing skills while addressing the customer needs.
• Establish schedule to follow-up on leads.
• Handle customer inquiries, quotes, callbacks, canceled jobs, and price comparisons.
• Promote excellent customer service by quickly attending to any concerns on product/service, determining cause of problem and select best solution to resolve problem, expedite correction and follow with customer to ensure resolution.
• Process payments and maintain accurate transaction records.
• Assist customers to obtain insurance authorization.
• Check in and check out customers efficiently.
• Handle customer concerns with professionalism and problem-solving skills.
• Maintain accurate records of quotes and work orders.
• Conduct follow-up calls to remind customers of scheduled appointments.
• Keep customers and technicians informed of vehicle status.
• Procure glass from outside sources when necessary.
• Perform invoicing for commercial and cash customers.
• Perform data entry using in-house system.
• Maintain invoice files for all shops and file paperwork as completed.
• Receive glass into shop inventory when necessary.
• Maintain a clean and organized front desk and waiting area.
• Perform other related duties as assigned by Call Center Manager.
Physical & Safety Requirements
• Ability to work in a fast-paced office environment.
• Sustained posture in a seated position for extended periods of time in front of a computer terminal.
• Constant walking throughout the office and shop.
• Constant typing and usage of office equipment.
• Shop environment with moderate noise level.
• Exposed to moderate levels of heat, cold moisture and wetness from working in the shop.
• Follows safety guidelines, attends trainings, reports incidents promptly, engages in ergonomic practices, wears required PPE, and follows company safety protocols in all JAJ, A-1, Coach Glass and RV Glass Solutions work areas.
Qualifications
• 2 years customer service experience required.
• Effective, efficient, and professional communication (written and verbal).
• Familiarity with general office equipment.
• Excellent writing, compositional and MS Office application skills.
• Must be able to work 1-2 Saturdays/month.
• Spanish speaking is a plus.
• Automotive knowledge is a plus.
• Pass pre-employment drug test and background check.
Competencies
• Communication
• Task and time management
• Teamwork
• Customer Service
• Job knowledge
