Customer Service Agent

Job Description

REQUIREMENTS

• 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.

RESPONSIBILITIES

• 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.

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