Virtual CSR

We are hiring for another business-owner who is also a friend! We are urgently looking for reliable CSRs to join the growing team of The Comfort Authority company!

THE COMPANY:
The Comfort Authority is the top-rated Heating, Ventilating & Air Conditioning Company in Tampa Bay in Florida, USA. You can learn more about them here: https://www.thecomfortauthority.com/

ROLE DESCRIPTION
A typical day for a Call Center Representative is primarily to perform the work to book appointments to fill the required calls needed. This involves making a high volume of outbound calls to existing customers to book appointments as well as taking and booking inbound calls. Other lead sources such as Podium, Yelp, etc. are other places the CSR will look to for customer requests for service. Additional tasks such as addressing customer questions and concerns, assisting upset customers and handling administrative tasks such as looking up warranty information and/or communicating with management to resolve issues will also be required.
The CSR clocks in our time monitoring software. The First CSR to arrive will go through the after-hours calls from all lead sources that we receive calls from. The CSRs will help the call center department meet its goals by handling daily inbound and outbound calls, managing leads and booking service appointments for our customers via phone, chat, or email.
Throughout the day, the main priority of the CSR is to fill the call board. This is done through both outbounding to our existing customer base and receiving inbound calls from both existing and new customers. There is no limit to how many appointments can be booked in a day and only the Call Center Manager will let you know what days we are booking appointments for. The only communication outside the Call Center should be to let Dispatch know a call has been booked. This position is repetitive and can be challenging to continue to perform at a high level. Performing at a high level is critical as this is the most important position in the company to keeping the business running.
A critical part of this job is dealing with customers that are upset. The customer’s anger level is likely to be elevated, and this is something the CSR will have to work with. Customers will even call in yelling at the CSR and they need to know that it is not personal, and the CSR will need to be able to handle this and continue to perform at a high level.
The CSR will track and enter information from customer into our software, Service Titan. They must become fluent using this program for looking up and entering customer information, as well as notes from field personnel the customer may be calling in for.
The position is competitive in nature. Compensation will be hourly with some performance-based compensation. They must achieve 20 outbound calls per hour. 5-10% of people we speak with that we outbound should be booked. If these numbers are not hit, the business will not have the calls they need to keep everyone working and feeding their families.
We are looking to hire 2 Filipino CSRs to start full-time immediately, working in the EST time zone.

REQUIRED EXPERIENCE AND TRAITS:
• Previous customer service, particularly call center based, preferred, but we will be happy to train the right candidate – we hire for personality over experience.
• Great phone voice. Excellent English communication skills, both written and oral.
• Proficient in computer applications; experience with ServiceTitan is a plus!
• Dependable and self-driven, with a strong sense of initiative.
• Superior attention to detail, organized, eager to work, coachable, and motivated.
• Exceptional customer service skills, always aiming to deliver top-notch satisfaction and work well within a team.

WHAT WE OFFER:
• Salary and overtime pay (paid via Wise)
• Paid training
• Vacation or sick leave entitlement
• Paid Holidays
• A family. This is last on the list because it’s most important. We care about our team and expect you to bring that same caring when you join. We do a lot more than just work together and you’ll build life-long friendships here.

If you think you are the one we are looking for, please respond to this job post with your quick video introduction (no more than 2 minutes) and answer this survey: https://go.cultureindex.com/s/V3MoyanwFF (tick the Call Center CSR box and click ‘Next Page’ to begin). This will take you about 5-10 minutes to complete. Please confirm in your response that you have successfully completed the survey.