Inbound Customer Service Representative

2 weeks ago


Remote, Canada ProNexis Full time

_**ProNexis **_is trusted with many nationally recognized household brand names that provide contractor services across Canada and North America for customers’ maintenance of their homes or businesses.

We are currently looking for experienced inbound customer service representatives to place calls to, and receive calls from, customers of our franchisees.

All customers have an established business relationship with our franchisees and are actively seeking services for their residences or place of business. Services include but are not limited to bathroom remodeling, painting, maid services, senior care, outdoor maintenance, and many other services.

Agents will be answering customer inquiries regarding home-based services, providing additional information if needed, placing the ticket order, and scheduling the appointment for the customer if they decide to move forward with services.

Relevant data is entered into a customer relations management software system that stores all customers’ contact information, purchase history, billing and shipping preferences, and history of all previous interactions with a company.

Agents will train and work remotely from their residences in an environment free from background noises and distractions.

Current openings are for FULL-TIME ONLY(40 hours per week).

Some weekends are required

**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, and 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, and 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 (9 am-5 pm)
- Some Part Time Weekend Availability is 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
- Home office workstations must have a hard-wired internet connection (no Wi-Fi hotspots) with a LAN cable connecting

Pay: $18.00-$22.00 per hour

**Benefits**:

- Flexible schedule
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Overtime pay

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: Remote

Expected start date: 2023-04-25



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