WHI - SERVICE - CUSTOMER SERVICE REPRESENTATIVE

Description

Who We’re Hiring:

Be great with us!  Our team is passionate about delivering exceptional customer experiences.  As the Customer Service Representative, you play a key role in managing various aspects of customer accounts, ensuring their satisfaction, driving inside sales initiatives, and play an important role in the enhancement of the overall customer experience.  Your strong customer service skills, attention to detail, and tech-savviness contribute to our team.  Together, we will thrive in our dynamic environment that fosters positive customer relationships!

Who We Are:

Woodfin Your Home Team: A five-time Richmond Times Dispatch Top Workplace.  Our success is no accident.  We hire, train, and reward top talent, emphasizing quality people.  As a hometown company, we value customer service and employ dedicated, hard-working individuals.  We provide comprehensive support, including work-life balance, paid training, wellness programs, and more.  Join us to work for an organization built around the core values of Humility, Integrity, and Respect!

What We Offer:

Woodfin Your Home Team offers a wide range of employee benefits, including:

• A welcoming, family-oriented work environment that supports work/life balance.
• 401K plan with Roth and Traditional options, including a 25% company match on up to 6% of your income.
• Medical insurance with three plan choices, including Health Savings Account options.
• Dental insurance with two plan choices.
• Vision insurance coverage.
• Flexible spending account.
• Tuition reimbursement.
• Access to apprenticeship training programs.
• Scholarship opportunities for you and your family.
• Paths for cross-training and career advancement.
• Paid vacation and PTO that accrues from day one.
• Employee Assistance Program for support when needed.

What You’ll Do:

• Customer-Centric Mindset
  • Foster a customer-centric mindset by prioritizing customer satisfaction and continuously seeking ways to enhance their experience.
  • Seek feedback from customers and teammates to drive continuous improvement.
  • Support customer experience programs and initiatives.
  • Maintain a positive and resilient attitude in customer service interactions.
  • Be proactive in engaging with customers by anticipating their needs.
• Assisting customers and addressing inquiries
  • Professionally and promptly assist customers with inquiries, resolving concerns related to budget plans, payment discrepancies, and service agreements.
  • Conduct credit checks for customers requesting a billable status.
  • Monitor and respond to customer inquiries received through the Woodfin Portal.
  • Assist walk-in customers with various needs.
• Sales and additional services
  • Promote cross-selling services to provide customers with comprehensive solutions.
  • Develop problem-solving skills to address complex customer issues promptly.
  • Renew service agreements by contacting customers, discussing renewal options, and maintaining long-term relationships.
  • Assist and activate Paw Point accounts, allowing customers to redeem points for rewards.
• Scheduling and coordination
  • Efficiently schedule service calls, tune-ups, propane, and oil deliveries.
  • Proactively reach out to customers to schedule tune-up appointments and ensure optimal equipment performance.
  • Coordinate technical support appointments for timely issue resolution.
  • Manage conference room schedules for a specific location.
• Collaboration and customer record management
  • Collaborate with cross-departmental teams to provide a seamless customer experience.
  • Keep customer records up to date, attach tune-up sheets, remove canceled service agreement plans, and update equipment information.

Qualifications

What You’ll Bring:

• High school diploma or equivalent is required.
• Must be at least 18 years old with an upbeat personality and a warm and friendly demeanor.
• Customer Service Representatives possess excellent verbal and written communication skills.  They actively listen to customer inquiries and effectively convey information and provide solutions.
• CSRs have a deep understanding of the products and services they are supporting.  This knowledge enables them to assist customers effectively and answer questions accurately.
• Must be able to demonstrate empathy towards customers’ concerns and be patient even in challenging situations.  They build rapport and find suitable solutions that address customers’ needs.
• CSRs often face unpredictable situations; they are adaptable and flexible in their approach.  They handle changing circumstances and adjust their strategies accordingly.
• Must possess a positive, friendly, team-oriented attitude.  CRSs maintain a positive demeanor and enhance customer satisfaction by contributing a pleasant experience.
• Customer Service Representatives with cross-selling skills identify complementary products or services that align with customers' needs. They offer relevant suggestions and make informed recommendations, enhancing the customer experience while increasing sales.
• CSRs inside sales skills identify potential opportunities and effectively communicate the value of products or services to customers.
• CSRs have strong problem-solving skills. They analyze customer issues, think critically, and provide timely and effective resolutions.
• Efficient time management is crucial to handle multiple customer inquiries promptly. Coordinators succeed at prioritizing tasks, managing their workload, and meeting deadlines.

Not everyone may fulfill all the requirements listed here.  If you possess the necessary skills but are unsure about your background, please don’t hesitate to apply.  We welcome your application and are eager to explore the opportunity with you.  We’re constantly seeking individuals who can contribute to our company’s growth and success.

At Woodfin Heating, Inc., we are committed to cultivating an environment of mutual respect and inclusion.  We are an Equal Opportunity Employer and do no discriminate on the basis of race, color, religion, age, sex national origin, gender, pregnancy, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

All aspects of employment will be based on merit, competence, performance, and business needs, including the decision to hire, promote, discipline, or discharge.

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