Inside Customer Service Representative - Elite

Description

Job Overview: The Inside Customer Service Representative serves as the primary liaison between property owners, sales and construction operations team, ensuring seamless communication throughout the project lifecycle. This role is crucial in delivering exceptional customer experiences while supporting operational efficiency across assigned regional territories. 

Key Responsibilities: 

Pre-Project Communication: 

• Contact property owners to confirm project details, timeline expectations, and prepare them for upcoming work 
• Coordinate with field customer service reps and field repair techs to verify scheduling and resource allocation 
• Document and communicate special requirements or concerns to relevant operational teams 

Project Support: 

• Monitor project progress and provide regular updates to property owners 
• Facilitate communication between field CSR and customers regarding day-of logistics 
• Process and relay critical project information to ensure operational continuity 

Post-Project Follow-up: 

• Conduct post-project satisfaction surveys and document feedback 
• Coordinate warranty-related inquiries and escalate technical issues to appropriate teams 
• Maintain detailed records of all customer interactions and project outcomes 

Quality Assurance: 

• Document and track all customer interactions in ERP system 
• Identify trends in customer feedback and provide insights to operations team 
• Ensure compliance with company communication standards and protocols 
• Other duties as assigned

Key Performance Indicators (KPIs): 

Customer Contact Task Completion 

• Target: 98% (3 days) 
• Frequency: Daily/Weekly/Monthly  
• Tracking: Task completion percentage 
• Days to complete task 
• Customer contact verification 
• Measured from paperwork approval stage and scheduling stage  

Quality Score Card 

• 100 points monthly (5 audits × 20 points) 
• Pass threshold: 80/100 
• Minimum per audit: 16/20 
• Elements (5 points each): 
• Pre-Project Communication (timeline confirmation, requirement verification) 
• Project Support Documentation (progress updates, day-of logistics) 
• Post-Project Follow-up (satisfaction surveys, warranty documentation) 
• Customer Interaction Records (communication logs, critical info relay) 
• Conducted by Manager of Inside CSR 
• Detailed scorecard template created 

Customer Satisfaction (CARE) 

• Rating Scale: 1-5 
• Components measured: 
• Connect with empathy 
• Act with urgency 
• Resolve completely 
• Exceed expectations 
• Targets: 
• Benchmark: 5/5 
• Threshold: 4/5 
• Measured through BirdEye Reviews 
• Frequency: Monthly review 

Requirements

• Education: Associates degree preferred; High school diploma with relevant experience required 
• 2+ years customer service experience, preferably in construction or home services 
• Experience with ERP systems and project management tools 
• Excellent verbal and written communication abilities 
• Strong organization and multi-tasking capabilities 
• Proficiency in Microsoft Office Suite and CRM or ERP platforms