Customer service consultant Jobs in Stockton, CA

Position Overview :

As a Customer Service / Scheduler, you will have the opportunity to provide excellent customer service with first call resolution and product knowledge. This position requires the ability and desire to provide services by phone 100% of the time. Candidates should be comfortable problem-solving, with a very professional tone and caring demeanor, as well as ensuring top-notch customer satisfaction.

Main Job Tasks and Responsibilities :

Client Care :

• Professionally answer telephone incoming calls with a welcoming greeting and listen attentively to caller's needs
• Accurately document client's estimate / order number and the reason for calling in the CRM along with all relevant notes
• Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner
• Review installer reports and reconcile discrepancies daily as needed
• Accurately analyze and coordinate product-related solutions to meet customer's project needs by conferring with supervisor to ensure any associated costs are properly charged
• Troubleshoot issues and provide solutions related to product and / or processes
• Prioritize inquiries based on level of urgency, identifying matters that require an immediate response
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution
• Proactively collaborate with other team members to identify and implement process improvement strategies and tactics
• Work well within a team, always seeking to find understanding and work through challenges
• Participate in quality assurance processes / programs / initiatives as requested
• Demonstrate effective and very professional handling of tough calls / upset or difficult customers
• Review and troubleshoot sales orders
• Analyze quotes and measurements provided by Sales and Technicians for accuracy
• Deliver complete, informative and accurate estimates as requested by the Commercial and Residential sales teams
• Communicate with internal departments to clarify project scope and job details to ensure proper delivery of quoted project
• Master product specifications and applications, quoting, order processing, installation process and related field issues

Scheduling :

Qualifications :