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Job Summary

The CSR supports the day-to-day operations of the company and is the primary point of contact for customers. The CSR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CSR will work diligently to solve the problem, to the customers satisfaction. As part of this responsibility, the CSR will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful CSR must have the ability to function as a part of a team and be able to think creatively and critically.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Assisting in taking all incoming client calls, recognizing that this

is where the client will form their first impression of the company.Good communicationwith the client is essential! Make sure that taking care of theclients takes higher prioritythan any other task and that the clients areenthusiasticabout how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members spirit.

Making sure that the phone is answered before the third ring and

that the approved company greeting is used each time.

Notify client ahead of time if the technician/plumber/comfort

advisor, is not going to arrive at their home in the scheduled time window and re-scheduling the time to the clients satisfaction.

Making sure that Maintenance Agreement clients are continually

called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls.Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.

Assist with supervising and dispatching of all service and

maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.

Assist with making calls to follow up on AR, Open Quotes, and other

duties as assigned.

Obey company Code of Ethics and the Team Rules

George Sherman Corp

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