Inbound Customer Service Representative
4 weeks ago
All incoming customer calls have an established business relationship with our business partners.
- ProNexis_ was developed in 2004 as an in-house solution to various services brands owned by the ownership group of _Five Star Franchising_ and is one of the top customer service centres in the franchise home services industry.
**Duties and Responsibilities**
- Work from Residence (_See below for technical requirements_)
- Answers continuous incoming and place outgoing customer calls regarding billing issues, product problems, service appointments and general client concerns.
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
- Update customer information in the customer service database during and after each call Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
- Identify and escalate priority issues when necessary.
- Confirm, plan, and route appointments. Enter customer leads with detailed and accurate information. Resolve any scheduling issues or concerns, reschedule as needed.
- Answer inbound calls received through multiple lead generation channels in a prompt and professional fashion.
- Initiate outbound calls for digital advertising sales leads generated.
- Review information provided by the customer to confirm accuracy, determine availability for an in-home sales consultation.
- Document and update customer interaction within the customer relationship management (CRM) system.
- Overcome objections from a potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible.
- De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution. Exceed customer service expectations by providing an outstanding experience to every potential customer.
- Adhere to schedules while maintaining an acceptable level of service, customer satisfaction, and quality. Promote teamwork through consistency, reliability, and group cohesiveness.
**Additional Information**:
- Work from Home
- Paid Training
- Guaranteed Hourly Wage
- Career Management Opportunities
- Flexible and Professional Management Team
- Day Shift Full Time Positions (9am-5pm)
- Night Shift Full Time Positions (12pm-8pm)
- Nightshift Part Time Postions (5pm-9pm)
- Some Part Time Weekend Availability Required (Saturdays)
- National Brand Name Recognition Calls
- No Cold Calling or "hard" sales calling.
- Flexible Time Off Programs
**Technical Requirements**:
- Desktop or Laptop System Requirements
- Processor Minimum: Core 2 Duo 2.1 GHz or equivalent
- Processor Recommended: i5/i7 2.4 GHz and above or equivalent
- Memory Minimum: 4GB RAM
- Memory Recommended: 8 GB RAM and above
- Hard Disk Space: 500 MB Free Disk Space
- Operating System _Microsoft:_ Windows 8.1, Windows 10
- _macOS_**: 10.13 (High Sierra), 10.14 (Mojave), 10.15 (Catalina), 11.0 (Big Sur)
- Internet Connection: Minimum: 15/5 Mbps Download/Upload dedicated network connection
- You MUST have a hardwired internet connection and not wireless
- Audio Device
- Camera
- Full duplex USB headset/wired or wireless headset that requires noise cancellation component
- Browser: Google Chrome browser
- Monitors: We recommend a 2 monitor setup to make workflow easier
Pay: From $16.00 per hour
**Benefits**:
- Flexible schedule
Schedule:
- 8 hour shift
- Day shift
- Night shift
- Weekend availability
Supplemental pay types:
- Bonus pay
- Overtime pay
Ability to commute/relocate:
- Saskatoon, SK: reliably commute or plan to relocate before starting work (required)
**Education**:
- Secondary School (preferred)
**Experience**:
- Customer service: 1 year (preferred)
Shift availability:
- Day Shift (preferred)
- Night Shift (preferred)
Application deadline: 2023-02-27
Expected start date: 2023-02-28
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