Customer Service Representative (full Time)

Customer Service Representative (Full Time)

Bone Dry Roofing is searching for a professional Customer Service Representative to work closely with other team members to provide outstanding service to our customers.

The Customer Service Representative (CSR) will handle a high volume of inbound and outbound calls and should seek to create a positive experience for each caller. The successful candidate will listen to clients to understand the reason for their call, address all questions or complaints, schedule appointments and provide an accurate and efficient response. The successful candidate should be customer-focused, detail oriented, and efficient, as well as professional, reliable, knowledgeable, and adaptable.

This position is onsite work location at our Indianapolis office. Work Schedule: Friday to Monday 7:00am to 6:00pm (4 day/10 hour shift with 1 hour lunch break).

Essential Functions

• Handling a high volume of inbound and outbound calls and creating a positive experience for each caller.
• Answering or making calls to clients to learn about and address their needs and schedule inspections and appointments with appropriate trade team.
• Answering calls from customers with complaints, or other issues with products or services and directing them to the appropriate team lead to address.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Understanding of company products, services, and policies.
• Participating in ongoing training and other learning opportunities to expand knowledge of position, company's products, and services.
• Supporting other assignments such as ongoing CRM database maintenance responsibilities, DNS list maintenance, etc.
• Adhering to all company policies and procedures.
• Assist in other administrative duties as requested

Skills and Competencies

• Active listening, verbal, and written communication skills, including a professional phone voice.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Detail-oriented in a fast-paced environment.
• Accurate data entry and typing skills.
• Teamwork-oriented to support team members.
• Ability to multi-task
• Adaptability and accountability

Qualifications

• High School Diploma or equivalent
• Pass a background check
• 2-3 years of call center experience with telephone systems and technology required.
• Language proficiency.
• Strong and accurate typing skills (typing speed of 45+ words/minutes preferred)
• Military Service a plus.
• This is an onsite customer service position not remote.

Compensation & Benefits

• $15-$17.50 hourly range dependent on experience, team based bonus opportunity
• Medical, Vision, and Dental Insurance
• Company paid Life Insurance
• Company paid short-term disability
• 401(k) Plan
• PTO, Vacation & Holidays
• Onsite gym with showers-free access