Glass Services Customer Service Representative

GLASS SERVICES CUSTOMER SERVICE REPRESENTATIVE: 

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Responsibilities:

• Uses professional communication and listening skills to answer a variety of inbound sales calls, effectively and compassionately guiding customers and scheduling appointments.
• Communicates appropriately in both a scripted and non-scripted environment, with the ability to have an impromptu and authentic conversation that builds rapport by focusing on each customer's specific needs.
• Provides solutions to resolve customer complaints and concerns over the course of the call (applying feature & benefits techniques to influence as appropriate and overcome objections) -- always presenting the most accurate product and service information.
• Maintains professional composure when actively asking customers for the sale or negotiating the price.
• Enters data into Chip's Auto Glass' Point-Of-Sale system in real time, editing for accuracy during the call. Ensures daily work orders are set up, and vehicles are loaded, checked, and in transit in a timely manner
• Support the check-in/check-out procedures
• Manages work order assignments and routing of mobile jobs
• Ensures all work orders are properly accounted for and converted to invoices
• Provides world class customer service by responding quickly to client complaints/warranty issues
• Invoices work orders, enter parts into the system

KNOWLEDGE, SKILLS, AND ABILITIES:

• The ability to establish rapport and credibility with customers, stores, and peers while using a pleasant voice and maintaining composure
• The ability to persuade and educate customers on the benefits of Chip's Auto Glass while closing the sale and scheduling their appointment
• Knowledge of computer and telephone systems
• The ability to read and utilize optional scripting in a conversational manner
• Ability and desire to operate computer and telephone systems while seated for extended periods of time
• Ability to deal effectively with others, identify problems, and recommend and implement viable solutions.
• Skill in verbal and written communications, training and development, and effective listening
• Skill in operating general office equipment, planning scheduling, and organizing work, and performing basic mathematical calculations
• Skill in demonstrating and performing job tasks of direct reports and efficient use of computers and software programs.

 EDUCATION AND WORK EXPERIENCE

• High school diploma or equivalent required
• Minimum age requirement of 18 years
• Valid in-state motor vehicle license
• Ability to work Saturdays

 PHYSICAL DEMANDS:

• Sitting for long periods of time
• Minimal walking, or standing, throughout the day
• Talking, typing, and texting continually throughout the day

 ADDITIONAL REQUIREMENTS:

• Must be authorized to work in the USA