Lead Customer Service Rep and Office Manager (remote) id-8814
***This is Remote work from home position but need to be in the Orlando area and preferably in 32827, 32832, 34771, 32824, 32829, 32822.
***40 hours a week; monday thru friday; no nights or weekends or overtime needed
***Greater than 10 years customer service experience and some office manager skills experience a plus
***Must be able to work in the software online to answering phones, update phone monitor, dispatching, scheduling, and research and order parts, do purchase orders, and update work orders
***Be able to read a map, find addresses, and same day schedule technicians when there are open appointment times
***Please provide resume
Are you the person others call when they need help? Would you like to have a part in improving the home life of families in your community? Do you SMILE when you answer the phone? It's Monday thru Friday from 8am to 4:30pm. In your house, answering approx 15-30 calls per day, helping the field technicians, and serving customers needs.
If so, we are looking for you! Mr. Appliance is looking for an Lead Customer Service Rep and Office Manager. Apply today! If you value working with people you actually like, having fun while you work, and protecting your free time, this is the place for you. You'll enjoy working with our team. Oh, and did we mention... no nights or weekends! And work from home!
We'll also give you the ongoing training that you'll need. You don't even have to know how to fix appliances!
Your Responsibilities as the Lead Customer Service Rep and Office Manager
You are the key component in providing excellent customer service by creating World Class customer service experiences for customers with broken appliances.
Here are your primary responsibilities:
• Answer incoming calls and empathize with the customer. Follow phone script and help get appointments scheduled
• Respond to customer emails.
• Schedule in-home and commercial business service appointments with one of our trained Appliance Repair Technicians.
• Effectively communicate with the customer to ensure they understand the appointment time and services needed.
• Order and receive parts to ensure efficient use of company materials.
• Enter data into the company software.
• Run the day to day business; schedule the next day appts
• Train and coach other remote customer service representatives
To Succeed in this Role as Office Manager, Here's What You Need:
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Exceptional Customer Service: In this role, you are the voice of the company. You get to demonstrate your ability to deliver a great customer experience, showing empathy toward the customer. You are there to schedule repair appointments so they can get back to running an efficient household.
Problem-Solving: This role requires critical thinking skills and the ability to problem solve. This ensures that our customers are satisfied, and the job gets scheduled and fixed correctly, the first time.
Efficiency: In order to respond to all of our customer's needs for the day, you'll need to be efficient with your time and able to excel in a fast-paced office environment.
Punctuality and Reliability: Our customers are anxiously waiting for your help! To deliver a great experience, you need to be available and show up on time. Show up daily on time and be reliable and dependable.
Pride in the Details: If you value attention to detail in completing customer information and reports, you'll fit right in.
Desire to Share Knowledge and Skills: This role requires someone who truly enjoys teaching other office team members all of the skills listed above.
Job Requirements
The following are the minimum requirements to be considered for the Customer Service Representative position.
• High school diploma or equivalent; > 10 years customer service experience
• Good telephone communication skills and strong wifi at home
• Expert computer and data entry skills; have computer with microsoft
• Ability to lead a small office team of remote customer service representatives (previous office manager experience a plus)
Previous experience of four years or more in an office environment is a plus!
Benefits & Pay
The pay range for this position is $19.00 to $25.00 per hour, depending on your experience. It also includes monthly or quarterly bonuses based on individual and company performance. This position can grow into a salaried position if desired for the right candidate with strong growth and performance.
What we have to offer:
• No nights or weekends: We value having a solid work-life balance. We work to make a living, without being overworked. We work Monday - Friday 8am to 5pm.
• PTO: TBD
• Fun Team Environment: We stand by our culture and build our team with people that love what they do.
If you enjoy taking care of the customer, are awesome at problem-solving, and want to be a leader in an office environment, a career at Mr. Appliance as Office Manager could be your future!
