Job description

CRST **’s **Home Solutions **-Installs **division provides delivery and installation of products that require skilled labor or trade-licensed technicians. From delivery to installation and assembly, demand for these services has grown significantly. Home Solutions is proud to work with retail and client partners to provide convenient solutions for consumers.

Summary: The position of Customer Service Coordinator is primarily responsible for processing inbound and outbound calls, scheduling appointments & resolving scheduling. This position will also be responsible for ensuring a quality customer experience throughout the entire installation process.

E*ssential Job Duties and Responsibilities:*

• Receive and respond to emails in a timely fashion from various clients/customers (Request Tracker).
• Review and resolve escalations in a timely fashion from various clients/customers (Request Tracker).
• Provide data entry assistance and document uploading to systems for client communications (IMS)
• Update service orders on behalf of service requests internally through our DOLI system.

Assist with taking inbound calls. See below:

• Receive and respond to inbound telephone calls involving scheduling/rescheduling, order modifications, customer payment processing, customer complaints, and basic inquiries from customers, clients, and servicers.
• Properly document all internal and external systems, and maintain a record of all events pertaining to each request.
• Resolves simple and complex problems by clarifying customer complaints, determining the root cause of the issue, providing the best possible solution, expediting adjustment, follow up for completion.
• Act as a liaison between customers, clients, and servicers.
• Assists with complaints, orders, errors, account questions, billing, and cancelations.
• Timely communication is provided to each internal department to address issues and /or complaints.

• Escalate issues per established procedures.

• Train less experienced team members
• Consistently meets or exceeds the performance goals established for the position in efficiency, call quality, customer satisfaction, first-call resolution, and attendance.
• Required to successfully complete Customer Service training classes and assessment

Training Class Starts 6/12/23
Schedule: Monday - Saturday with Sunday and One day off during the week
Hours: 12:30 p.m. - 9:00 p.m., 11:30 a.m. to 8 p.m., or 10:30 a.m. to 7 pm
Pay: for this position is $16.20 an hour

Competencies:

• Customer/Client Focus
• Communication Proficiency
• Time Management
• Attention to Detail
• Teamwork
• Flexibility
• Computer Skills
• Initiative
• Problem Solving/Analysis
• Reliability

Work Environment:
This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, and phones.
Education and Experience:
Previous Customer Service Phone experience
High School Diploma or GED equivalent required
Our team enjoys the following Perks:

• Parental Leave
• Paid Time off- Starting on Day 1
• Birthday PTO
• Paid Volunteer Day
• Dress for your Day Dress Code
• Paid Holidays

CRST offers a comprehensive benefits package including:

• Major Health, Dental & Vision Insurance
• Accident Insurance
• Critical Illness Insurance
• Pet Insurance
• Legal Assistance Plan
• 401 (K) with Employer Match
• Company Paid Life Insurance

The CRST core values: Safety at the Core of All We Do - Integrity in Every Decision and Action - Commitment to the Success of Employees, Customers, Agents, Contractors and Communities.
EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Type: Full-time

Pay: $16.00 - $16.20 per hour

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