Note: The job is a remote job and is open to candidates in USA. Fix Network World, through its Speedy Glass division, is seeking a Customer Service Agent to deliver exceptional service to clients while identifying sales opportunities. The role involves handling customer inquiries, processing orders, and ensuring customer satisfaction while maintaining a positive and professional demeanor.
Responsibilities
- Respond to customer service calls in a timely, courteous, and professional manner
- Place client orders with accuracy
- Refer escalated customer calls to the Call Centre Supervisor
- Investigate and troubleshoot customer service issues, with the goal of resolution
- Effectively and accurately communicate brand identity and corporate position
- Assist customers with standard account-related requests
- Provide information about company products and services, charges, service conditions, and availability
- Update the database with accurate messages regarding transactions
- Conduct callbacks to ensure customer satisfaction, close jobs, and manage schedules
- Answer inbound customer calls, emails, and chats regarding glass repair and replacement services
- Identify customer needs and recommend appropriate glass repair or replacement services
- Overcome objections and confidently close sales
- Schedule service appointments and provide accurate pricing estimates based on customer needs
- Assist customers with insurance claims verification and processing
- Maintain a positive and professional demeanor while handling customer inquiries, concerns, and complaints
- Communicate with the team to ensure smooth scheduling and service delivery
- Upsell or cross-sell additional services and products when appropriate
- Accurately document customer interactions and service requests in the CRM system
- Meet or exceed call center performance metrics, including call handling time, customer satisfaction, and conversion rates
- Contribute to a positive and professional work environment
- Participate in team meetings and training sessions to enhance skills and performance
Skills
- 1-3 years' experience in customer service, preferably in a call center role
- Ability to skillfully operate a telephone, computer, and related peripherals
- Proficiency with Microsoft Excel
Benefits
- A comprehensive benefits package
- Paid time off paid on each paycheck
- Paid holidays
- Paid sick days
Company Overview
Fix Network World is a global leader in collision, glass and mechanical repair services. It was founded in 1992, and is headquartered in Blainville, Quebec, CAN, with a workforce of 1001-5000 employees. Its website is https://fixnetwork.com.