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Our Company: Coit has been in business for more than 70 years; the industry leader in specialty in-home cleaning services. Serving the Lower Mainland, Greater Victoria area, Nanaimo and Sunshine Coast. We have vision and integrity, and are committed to exceeding our customer’s expectations.
Our Department: fast paced, fun, challenging, goal oriented team – based out of our Burnaby BC office.
You: a bright, energetic, hardworking, initiative taking, positive, competitive yet co-operative team player. A creative problem solver with a passion for people and closing sales. Most important: you sound fantastic on the phone!
JOB DESCRIPTION:
TITLE: Customer Service Representative
DEPARTMENT: Customer Service
REPORTS TO: Contact Centre Supervisor
POSITION SUMMARY:
Under general supervision, responsible for providing effective customer service for all internal and external COIT Services customers by utilizing excellent, in-depth knowledge of company products and services.
CORE RESPONSIBILITIES:
Promptly and courteously answers incoming telephone calls.
Provide timely and accurate information to incoming customer inquiries, demonstrating knowledge of all company products, services.
Explains fully the benefits of additional cleaning services and obtains order information.
Upsells all COIT services.
Informs customers about proper cleaning procedures and maintenance methods. When appropriate, offers alternatives in order to avoid customer dissatisfaction.
Provides customer with instructions for preparation of carpeted areas or upholstered furniture to be cleaned on the scheduled day.
Handle customer complaints and challenging situations in a professional manner.
Resolves customer complaints in a manner mutually satisfactory to both customer and company. Accesses relevant information and contacts appropriate personnel.
Provide timely feedback to the Company regarding service failures or customer concerns.
Using email or telephone, communicates effectively with outside personnel (sales, delivery, on-location)
Effectively coordinates schedules of customers and outside service personnel. Keeps customers informed of any appointment changes or delays.
As appropriate, reschedules customer service appointments and schedules additional service stops.
Contact potential customers by telephone and attempt to close unresolved sales opportunities.
On a daily basis, accurately completes customer invoices, updates routes and maintains supporting paperwork.
OTHER DUTIES:
Clerical duties as assigned.
Maintains efficient manual procedures during system downtime.
All other duties as assigned.
SKILLS & REQUIREMENTS:
Excellent communication skills
Courteous and clear telephone voice
Excellent customer service skills
Previous sales experience preferred
Previous customer service experience desired
Correct English usage: grammar, spelling and punctuation
Ability to follow oral and written instructions
Ability to calculate figures and amounts
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position is a sedentary one. Requires sitting for extended periods of time and using the telephone (with a headset), computer monitor and keyboard.
This position description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties upon the request of the supervisor.
