Call Center Representative
Job Summary
The Call Center Representative is the first point of contact for homeowners seeking ACE’s services. This role involves answering inquiries, scheduling appointments, and ensuring a positive customer experience. As a critical member of the ACE team, the Call Center Representative represents our values and helps build lasting connections with customers.
Fill out an application below:
Experience & Skills:
- Previous customer service or call center experience preferred, but not required.
- Excellent verbal communication and active listening skills.
- Proficiency with scheduling software and CRM systems (experience with [specific software, if applicable] is a plus).
- Strong organizational skills and attention to detail.
- Ability to remain calm under pressure and handle multiple tasks efficiently.
Education:
- High school diploma or GED required; additional certifications in customer service or communication are a plus.
Physical Requirements
- Ability to remain seated and use a phone/computer for extended periods.
- Strong typing and data entry skills.
Customer Interaction:
- Answer incoming calls and respond to inquiries promptly, professionally, and with a customer-focused attitude.
- Provide detailed information about ACE’s services to potential customers.
- Handle customer concerns or complaints effectively, escalating issues to the Customer Service Manager when necessary.
Scheduling & Coordination:
- Schedule appointments for inspections, service calls, and follow-ups, ensuring efficient use of company resources.
- Communicate appointment details clearly to both customers and field teams.
- Update and manage the scheduling system to maintain accuracy and prevent conflicts.
Administrative Support:
- Maintain accurate records of customer interactions, inquiries, and outcomes in the company CRM.
- Follow up on missed calls, web inquiries, or referrals to ensure no opportunity is overlooked.
- Assist with outbound call campaigns as needed to confirm appointments or gather feedback.
Team Collaboration:
- Work closely with the sales and production teams to ensure seamless communication and scheduling.
- Share insights and trends from customer interactions to help improve ACE’s services and processes.
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