Customer Service Pro

Employment Type: W2 Employee 

Job Summary: As a customer service pro your role in the company is vital. You play a key role in supporting daily operations by serving as the first point of contact for clients and team members. This position focuses on providing excellent customer service, managing scheduling needs, resolving any and all issues that arise, providing back up support for other office areas, and ensuring smooth communication across the team. You will be answering the office phone lines, scheduling inspections, responding to messages, emails, confirming online inspections, and responding to any 3rd party leads. You will also be performing duties associated with collecting unpaid fees, requesting refunds, submitting customer complaints, etc. You will be a team player between the warranty team of YES and the Titan Inspection Services team and will be responsible for answering all phone lines when needed and filtering calls where they need to go. You are also responsible for acting upon the information garnered in each call or interaction with both our external clients and our internal team. Communication between all team members is an important part of this position, and it is expected that all communication will remain professional and positive at all times.  

Responsibilities:  

• Answer all phone lines including Titan Inspection Services, YES, Inspector overflow and Inspector Hotline with professionalism and customer focused attitude 

• Route calls and messages to the appropriate team members, including inspectors, management, or support staff 

• Schedule inspections for all inspectors using Spectora 

• Provide general information about services, pricing, and inspection processes 

• Respond to all messages that come in via text, email, or 3rd party lead company 

• Send out all new construction required documentation 

• Collect, process and document payment from clients and agents 

• Communicate effectively with team members, managers, inspectors, clients, and agents 

• Responsible for answering warranty phones during assigned hours, filtering questions and passing along information to warranty team  

• Requesting refunds or other communications associated with payments for services 

• Receive complaints, complete the form to help get the clients and agents problems resolved quickly 

• Providing back up support on weekends and evenings for the inspector hotline 

• Handling special projects as assigned by management 

• Assist with administrative tasks needed to support office operations 

• Train or be trained in all customer service positions in the company  

• All other duties as assigned by management 

Qualifications/Needs:  

• Must have a working PC 

• Must have consistent access to reliable Wi-Fi 

• Must adapt quickly to changes in process/procedures  

• Must have strong communication and customer service skills 

• Must be a team player  

• Must have a professional, friendly, and solutions-oriented demeanor  

• Must always strive to be exceptional 

• Must be able to defuse situations with upset clients