Representative, Customer Care Account

Primary Role

Do you enjoy connecting with people and delivering quality customer service? If so, we have a fantastic opportunity for you! We are looking for dynamic Customer Care Account Representatives to respond to customer inquiries and recommend potential solutions! A Customer Care Account Representative is responsible for selling home warranty and energy related products and services in a blended environment handling mainly inbound customer service calls. Account Representatives will work closely with supervisors and coaches to meet quality assurance guidelines for professionalism, sales/customer service techniques and customer engagement. Come join our growing team!

Key Accountabilities

Functional Expertise:

• Assist existing customers with account questions or processes and scheduling repair or maintenance service while selling additional products and services.
• Sell home warranty and energy-related products and services to residential and/or commercial customers by recognizing opportunities to up-sell accounts, explaining new features and benefits while following quality standards and scripting processes and procedures as trained and documented in the company policy and procedure manual.
• Navigate systems efficiently and enter data accurately while resolving customer needs.

Business Acumen:

• Maintain a thorough understanding of customer account processes (i.e. billing, payments, service) and the benefits of our suite of products and services.
• Ability to successfully resolve customer questions and/or concerns quickly in one phone call by clarifying issues, researching and exploring answers and alternative solutions, and implementing appropriate solutions.

Engagement:

• Reflect our company Values and contributes to our positive, results-driven culture.
• Possess excellent interpersonal skills, diplomacy, and patience while interacting with customers, peers, management, and other departments. Comfortable with receiving coaching feedback and monitoring of calls.
• Take personal responsibility, exploring opportunities to add value, contributing ideas and participating in activities to continuously improve customer satisfaction and productivity.

Driving Results:

• Create and maintain personal/team sales goals daily, weekly, monthly.
• Maintain and exceed client and customer expectations through professional interactions on inbound and outbound calls.
• Demonstrate a personal commitment to promoting and providing exceptional customer service.

Knowledge/Skills

Required:

• Proficient typing and computer application skills (minimum of 40 wpm)
• Strong attention to detail with ability to multi task while speaking with a customer on the phone.
• Easily adapt to change while balancing multiple priorities
• Ability to work a continuously flexible schedule with punctuality and consistent work attendance.
• Motivation for sales, adhering to set computer guided scripts and procedures
• Excellent verbal and written communications skills, effective listening skills, and ability to identify needs through phone conversation

Preferred:

• Knowledge or familiarity with HVAC equipment and standard concepts
• Proven track record of exceeding quotas and business goals
• Proven ability to work successfully in a results-oriented environment
• Bilingual (Spanish)
• Ability to handle a high call volume environment while maintaining high performance.

Experience/Education

Required:

• 1 year experience in Sales or Customer Service
• High School or GED

Preferred:

• Previous work experience in a fast paced Call Center environment
• Experience accurately capturing details of phone conversation on paper and in a computer application.
• Experience with direct or suggestive selling
• Associate Degree, some college courses

Work Environment

• Account Representatives may sit or stand, but are required to remain at their desks except for scheduled lunch and breaks; Office Environment

Competencies