Customer Service Representative

Are you a master of communication with a passion for customer satisfaction? A-1 Concrete Leveling in Louisville wants you to be a part of our team! As a Customer Service Representative, you'll be the friendly face of our nationally recognized franchise, specializing in concrete care.

This is primarily a work from home position between 9 AM - 5 PM, with occasional team meetings at our Jeffersonville, IN location.

What We Offer:

• Competitive Starting Base Salary: $17.00 Per Hour

• Comprehensive Health Insurance

• 401K Matching

• Full time, 40 hour work week

Daily Responsibilities:

• Customer Qualification: Utilize Google Earth to qualify potential customers based on specified criteria.

• Customer Communication: Engage with customers via phone, email, or chat to provide assistance, resolve inquiries, and schedule estimates.

• CRM Management: Accurately record and update customer information in the CRM database in real-time.

• Team Communication: Collaborate with team members and stakeholders, providing updates on customer interactions and scheduling.

• Problem Solving: Address customer issues promptly, escalate complex cases as needed, and provide effective resolutions.

• Stand-Up Participation: Attend daily stand-up meetings to discuss progress, challenges, and priorities with the team.

Weekly Responsibilities:

• CRM Audit: Conduct a weekly review of CRM data to ensure accuracy and completeness.

• Lead Qualification Review: Review lead qualification metrics to assess effectiveness and identify areas for improvement.

• Communication Alignment: Coordinate with team members and stakeholders to align on priorities and objectives for the week.

• Performance Analysis: Analyze performance against KPIs and goals, identifying trends and opportunities for enhancement.

• Training and Development: Participate in training sessions and professional development activities to enhance skills and knowledge.

• Weekly Leadership Meeting: Engage in the weekly leadership meeting to provide a comprehensive overview of progress, challenges, and achievements from the previous week and set goals for the upcoming week.

Key Performance Indicators (KPIs):

• Lead Qualification Rate: Percentage of qualified leads generated through effective use of Google Earth and probing questions.

• CRM Accuracy: Percentage of accurate and up-to-date customer information maintained in the CRM system.

• Response Time: Average time taken to respond to customer inquiries and schedule estimates.

• Customer Satisfaction Score: Measurement of customer satisfaction based on feedback received.

• Revenue Contribution: Contribution to revenue targets through lead generation and support of revenue team objectives.