Customer Sales Representative

Description

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POSITION SUMMARY:

The Customer Service Representative (CSR) is the primary person who answers the phone to discuss our services, prices and availability. Every effort to assist new customers in understanding how we work is expected during each conversation. Once a complete understanding has developed and estimated package/pricing is given, each customer is to be scheduled with a brief description of the type of work, the correct Craftsman, and an exact date and time when work is to be performed. Assisting with training and new hiring of CSRs. Properly handling customer complaints and elevating to Dispatch Manager as needed. The CSR will also help relay information between Craftsmen and convey important information to Field Supervisor and/or Office Manager as needed. This information is passed along to the Craftsman in the field the night prior. Every effort to assist the Craftsman during this process is to be made from the office.

PRINCIPAL ACTIVITIES:

• Assist with Training and Onboarding new CSRs.
• Working with Field Supervisor and Office Manager on schedule optimization.
• Reviewing draft estimates, draft and balance due invoices.
• Answering the phone, entering lead in CRM, educating customer on AHS and following call blueprint.
• Schedule job on appropriate craftsman based on skill set and location.
• Inputting detailed notes on job description.
• Respond to customer complaints and problems.
• Prepare daily work and run schedule efficiently.
• Call customers for job reviews.
• Call 11-month call warranty.
• Making follow up calls on open/ un-booked estimates
• Review calls and rate in Service Titan Dashboard and Call Scorecard.
• General Admin tasks, supply updated, filing, office maintenance.
• Assist and execute new initiatives.
• Maintain a closing ratio of minimum 65%.
• Send thank you notes.
• Complete understanding of the AHS Service Path. Attend special events as scheduled for marketing
• Handling customer complaints.
• Assist with the training of new team members

KNOWLEDGE, EXPERIENCE, AND COMPETENCIES:

• 3+ years’ experience in customer service skills.
• 2 + years’ previous dispatching experience.
• Ability to solve complex problems.
• Excellent written and verbal communication and interpersonal skills.
• Ability to handle stressful situations and work in a fast-paced environment.
• Microsoft suite (Outlook, Word, Excel) experience.
• Minimum of 50 WPM and ten-key a plus.
• Multi-tasking, time management and prioritization skills a must.
• Critical thinking skills.
• Indirectly assisting Craftsmen

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.
• Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, plus a performance management approach that goes beyond the typical annual review.
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

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About Ace Hardware Home Services

Ace Hardware Home Services is the most trusted provider of home preservation services backed by Ace Hardware and offering a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting.

Ace Hardware has been serving neighbors throughout America for nearly 100 years. Ace recognized the need for a trusted service provider for home repairs and launched Ace Hardware Home Services (AHHS). AHHS is now Bringing Helpful to Your Home℠ and it is our mission to deliver the same level of Helpful service, convenience & quality that you have come to expect from Ace Hardware.