Project overview
Job Description: The Customer Service Rep / Operations Admin is a part time role that manages the customer experience for Moving and Junk Removal Customers and assists the operations team with administrative tasks and scheduling / dispatching. You will be focusing on interacting with clients both on the phone and via email as well as interacting with the operations teams Customer Service Lead Expectations Maintaining a positive, empathetic and professional attitude toward customers at all times. Responding promptly to customer inquiries and obtaining all job details to provide estimates to customers Communicating with customers through various channels. Knowing our services inside and out so that you can answer questions. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process and working with owner to improve communication Ensure customer satisfaction and provide professional customer support. Become proficient with Smart Moving CRM We are a customer service business first and moving and junk company second! We set ourselves apart from the competition by maintaining a high standard of care. Without our customers we don’t have a business. We want to focus on our company values: C.A.R.E. – Our Core Values C – Commitment to Excellence Own the job, follow through, and deliver outstanding results—every time. A – Accountability Always Take full responsibility. Be dependable, take initiative, and make it right. R – Respond with Purpose Act quickly, solve problems, and lead with empathy—for clients and teammates. E – Elevate Every Experience Go above and beyond. Leave people impressed, supported, and glad they chose us Mission Statement At Suburban Solutions and Main Line Junk, our mission is to serve with purpose, act with integrity, and deliver dependable, people-first solutions that make life’s transitions easier. Daily Responsibilities Sales and Estimating Field Phone Calls Answering and returning phone calls as needed, collecting key pieces of information from clients, inputting into Smart Moving or CRM of record. Sales Script - Goal is to get key pieces of information from each caller so that the sales managers can follow up with an estimate. Manage Follow up process for new leads and entering them into smart moving Provide regular feedback to the owner regarding follow up process and customer response trends. Understanding Processes and Policies: It is important to find a balance between accommodating the customer request and adhering to our policies. There are some rules that we are unable to break for liability reasons. General Understanding and execution of the following processes: Estimate Processes Sales Definitions and Key Terms Phone Script New Leads Responsible for converting new leads into prospective customers, following current guidelines Review new lead process flow regularly and work with ownership to adjust messaging based on trends and current market conditions Job Requests / Pending Jobs Follow up w/ all pending jobs per guidelines Process and send estimates - when applicable Calling ‘hot’ leads that still need minimum info for an estimate that have not completed the customer info requirements Marketing: Mailer Program - when applicable High Value homes for sale Box Delivery Program - when applicable Customer Service Fielding and responding to calls from past and current customers and routing any issues to the appropriate party Managing Customer Complaints / Damage Claims - Likely for full time employees only Main Line Junk CSR will also be responsible for fielding phone calls emails and texts from leads and customers and processing estimates, booking jobs and scheduling CSR will work closely with operations to ensure resources are properly allocated and jobs can be performed to company standards CSR to work with the owner on trends, processes and how to improve and make updates to make the junk division more efficient, profitable and easier to work within.