Customer Care Coordinator (CCC)
il y a 4 jours
Odenton
Job DescriptionDescription: At Value Dry Waterproofing, we specialize in safeguarding your property from the damaging effects of water infiltration. With years of industry experience and a commitment to excellence, we provide comprehensive waterproofing solutions designed to protect, preserve, and enhance the longevity of your home. Our Vision: Delivering peace of mind through dry, healthy homes. Our Mission: We will never stop fighting the damaging effects of foundation seepage and poor air quality in homes. We are committed to restoring and maintaining the value and safety of every home we serve. Value Dry is looking for a Customer Care Coordinator(CCC) to join our team. The Customer Care Coordinator plays a crucial role in enhancing Value Dry's customer service and overall customer experience. KEY TASKS &RESPONSIBILITIES: • Handle a large volume of both inbound and outbound calls in a timely manner., • Follow communication scripts and use knowledge of the company’s products, services, and processes to go off-script when necessary., • Identify customer needs and issues and match them to a solution we provide., • Pre-qualify leads and secure appointments., • Schedule and dispatch Sales Inspectors to run sales appointments., • Conduct post appointment QC calls and follow up on unsold appointments., • Sell Annual Maintenance Services and other products provided by the Company to existing customer base., • Build positive relationships with our customers by going above and beyond with customer service, ensuring that all questions, cancellations, confirmations, and service requests are handled appropriately., • Maintain customer data in CRM system (i360) and keep all records up to date., • Meet daily qualitative and quantitative targets for yourself and the call center team, and achieve all objectives for service, productivity, and quality., • Leverage data and insights gathered by the call center to recommend and influence process improvements., • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies and professional networking organizations; pursue ongoing training and development. Requirements: QUALIFICATIONS: • 5+ years of previous office work experience. Consumer Service/Home Improvement/Direct Home Sales marketplace preferred., • High School Diploma or equivalent., • Experience working in a call center or customer-support role., • Proven track record of growing sustainable in-home sales., • Highly self-motivated, self-disciplined and driven for success., • Customer-oriented with ability to effectively communicate using both verbal and written skills., • The ability to generate new business., • Ability to multitask with the use of both phone and computer and manage time effectively., • Strong networking and appointment-setting skills., • ·Ability to embrace and learn our sales methodology, scripts and product attributes., • Tech-savvy with experience with Word, Excel, Outlook, CRM, iPads/Apps., • A high energy level, passion, self-driven with an exceptional work ethic and determination to succeed., • A strong sense of urgency., • Demonstrate ability to communicate with empathy., • Decisive, action-and result-oriented., • Team player who is willing to make a significant contribution to the growth of the business., • Ability to build consensus and relationships among managers, partners, and employees., • Confident, intelligent, and intuitive., • An ability to approach issues knowledgeably, decisively, and pragmatically and to subsequently devise reasoned solutions to problems, an excellent problem solver., • Excellent organizational skills; excellent verbal and written communications skills. PHYSICAL DEMANDS: Overall, while the role of a Customer Care Coordinator is largely office-based and involves minimal physical exertion, it requires attention to ergonomics, stress management, and the ability to handle repetitive tasks efficiently. To be successful in this role, you will need to communicate in English (written and verbal), sit and work at a computer for most of the day, answer calls and inquiries. As the CCC , you will need to focus visually on computer screens, documents, and other materials, and also listen carefully to customer inquiries and issues, requiring good auditory acuity. This is an hourly, non-exempt position (eligible for OT)- full-time position, with the following benefits: Medical, Dental, STD, LTD, Life, PTO, Paid Holidays, Bonus
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