California Closets Client Service Representative in Indianapolis, Indiana
Job Title: Client Service Representative
The Client Service Representative supports potential and current customers by answering questions about products, services, installation dates and general client inquiries via phone, email and SMS. This role is meant to serve as an extension of our Credo by delivering on the California Closets experience.
This role requires a high school diploma or equivalent and 1-3 years of experience in the field or in a related area to customer service. The ideal candidate will have knowledge of commonly used concepts, practices and procedures within the customer service industry and has exposure to net-promoter-score as a measure of customer satisfaction. The goal of this role is to ensure excellent service standards and maintain high client satisfaction throughout every step in the process.
Duties and Responsibilities:
Manage large amounts of incoming calls to schedule consultation and project installations
Build sustainable relationships of trust through open and interactive communication with both internal and external stakeholders
Provide accurate, valid and complete information by using multiple CRM tools (salesforce experience preferred)
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions with thorough documentation
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers and deliver the California Closets experience
Use telephones to reach out to customers and verify information
Greet customers warmly
Advise on general company information
Support office staff with general administrative task support
Take payment information and other pertinent information such as addresses and phone numbers
Proven customer support experience
Strong phone contact handling skills and active listening
Familiar with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of situations
Excellent communication skills
Ability to prioritize and manage time effectively
High school diploma or equivalent; college degree preferred
- Flexible work schedule.
- Must be able to work in local retail location based on a schedule set by management.
- Technology for all Customer Liaisons to use during their employment will be provided.
- The company will provide training Customer Service technology programs provided. Physical requirements:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
- Ability to frequently talk and hear.
- Ability to frequently stand and sit.
- Ability to work on a computer for long periods of time.