Posted 13 days ago
Customer Service Representative - Nashville
NashvilleHybridFull-time
AI Summary
Handles inbound and outbound customer calls for a residential home services company, scheduling appointments, managing club memberships, and resolving customer issues according to a defined call script.
About this role
Our Mission
Be America’s Best home service company by providing care, growth and opportunity ensuring every team member is happy.
Hiller’s 17 locations across 4 states, proudly offers a 100% satisfaction guarantee of high-quality residential home services. With more than 34 years in business, Hiller’s family includes more than 850 Happy Faces, and a fleet of over 600 vehicles.
WHY Join Hiller
At Hiller, we are committed to investing in our employees to help them reach their full potential. Through the development of trade knowledge and soft skills, our employees can succeed in their career AND family goals. With our core value of CARE and standards that define who we are as a company, you will have the opportunity to build a lucrative and rewarding career.
Here are even more reasons to join the Happy Hiller Team!
-Our Family Owned & Care Culture
-OUR VALUES
-Healthy Work/Life Balance
-Established Career Paths
-Advancement Opportunities
-Year-round work – NO LAYOFFS
-401k Plan w/ Company Match
-Employee Referral Program
-Regular Performance Reviews
-Paid Training in our state-of-the-art facility
Benefits
Medical, Dental & Vision insurance
Long and Short-term disability
Company paid $50,000 life insurance
Company paid vacation
Paid holidays
Medical Flex Spending accounts – Family care
The Customer Service Representative is responsible for delivering exceptional customer service that reflects Hiller's values and commitment to excellence. This role ensures that every customer interaction exceeds expectations and creates a positive and lasting impression of the company.
Job Responsibilities:
Respond to incoming customer calls with courtesy, offering appointment windows and requested lead times.
Engage in outbound calling to secure the appropriate amount of scheduled calls and club memberships required for a successful service operation.
Follows Customer Care “Call Script” for quality and efficient responses to customers.
Maintain required daily call counts to meet daily, weekly and monthly quotas.
Maintain complete, accurate and updated information in the customer database.
Ensure “Club Memberships” are renewed and preventative maintenance appointments are scheduled for technicians.
Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
Perform other duties as assigned.
Requirements:
A High School diploma or general education degree (GED) required
Skills
Appointment SchedulingCall ScriptingClub Membership ManagementConflict ResolutionCRMCustomer Database ManagementDispatch CoordinationInbound Call HandlingOutbound CallingPerformance Metrics TrackingPreventative Maintenance SchedulingQuota Management
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