Job Details
COMPANY DESCRIPTION:
If you're looking for a job with competitive benefits and pay, as well as advancement opportunities, then make your move to COIT. As the leader in the cleaning and restoration industry, COIT has been trusted by homeowners and business owners throughout the United States and abroad for more than 70 years. Join a known company that is dedicated to keeping our communities clean and healthy and when disaster strikes, putting peoples lives back together. COIT is more than a job, it is a career. Make Your Move Today!
Be a part of positive change in your community. This position will aide our customers in making their environments clean and healthy, while maintaining your safety in the process.
MAKE YOUR MOVEHERE'S WHAT MAKES COIT A GREAT PLACE TO BUILD YOUR CAREER:
SAFETY:
Be the change to bring our communities back to normal and help keep our communities safe in their homes and workplaces. At COIT we take our employees and our customers safety extremely seriously. You'll be joining a company that cares about your health and safety.
Tools & Training
We provide all the tools and training you need to succeed on the job. Upgrade your skills with on-the-job training so you can make even more money.
Job Advancement
We promote from within, so you'll have plenty of opportunities to advance your career. We even help employees start their own COIT franchise with financial assistance.
Competitive Benefits:
COIT's attractive benefits include medical, dental, and vision; a 401(k); paid holidays and sick days; life and disability insurance; and more.
CORE Values:
At COIT, our core values are Commitment, Integrity, Opportunity, and Teamwork, and these influence everything we do. Be part of a team that has a strong, dedicated culture that brings out the best in people.
COVID-19 considerations:
We follow all the safety protocols and requirements to keep everyone safe on the job, and take them very seriously. We have continued to operate and provide cleaning and disinfecting services to our customers throughout the pandemic without incident.
POSITION SUMMARY:
Under general supervision, responsible for providing effective customer service for all internal and external COIT Services, Inc. customers by utilizing excellent, in-depth knowledge of company products and services.
ESSENTIAL FUNCTIONS:
Serves as liaison between field technicians and customers when technician is running late. Technician calls the Dispatcher who in turn informs the customer of the delay and revised time for the technician's arrival.
Promptly and courteously answers incoming telephone calls from Customer Service Representatives or staff working for the National Contact Center who need to communicate to our local office.
Communicates closely with Commercial Department to share available times for scheduling, confirming appointments, and giving updates when dates are fully scheduled.
Stay involved with technician schedules & availability to know our service capacity for providing services on a given day.
Properly updates schedules in computer and provide arrival window times to customers for their appointments.
Text, e-mail, or call each customer in advance to confirm their scheduled appointment times.
As appropriate, reschedules customer service appointments and schedules additional service stops.
Organize and provide paperwork for daily routes for the field technicians for approval by the managers.
Communicate regularly with outside personnel.
Assists technicians when they have mechanical breakdown with their vehicles by contacting mechanic or involving management & communicating potential delays to customers.
Meets corporate guidelines with regards to attendance and punctuality.
In addition, when not performing the duties of the Dispatcher, assist with the duties of a Customer Service Representative as follows:
Provide timely and accurate information to incoming customer inquiries, demonstrating knowledge of all company products, services.
Explains fully the benefits of additional cleaning services and obtains order information.
Informs about additional COIT services.
Informs customers about proper cleaning procedures and maintenance methods. When appropriate, offers alternatives in order to avoid customer dissatisfaction.
Provides customer with instructions for preparation of carpeted areas or upholstered furniture to be cleaned on the scheduled day.
Handle customer complaints and challenging situations in a professional manner, when necessary to escalate the issue to management, relay correct information to the Operations Manager.
Resolves customer complaints in a manner mutually satisfactory to both customer and company. Accesses relevant information and contacts appropriate personnel.
Provide timely feedback to management regarding customer concerns or service feedback.
Contact potential customers by telephone and attempt to close unresolved sales opportunities.
On a daily basis, accurately completes customer invoices, updates routes and maintains supporting paperwork.
OTHER DUTIES:
Clerical duties as assigned.
Maintains efficient manual procedures during system downtime.
All other duties as assigned.
REQUIREMENTS:
- Excellent communication skills
- Courteous and clear telephone voice
- Excellent customer service skills
- Previous sales experience preferred
- Previous customer service experience desired
- Correct English usage: grammar, spelling and punctuation
- Ability to follow oral and written instructions
- Ability to calculate figures and amounts
This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required by their supervisor.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position is a sedentary one. Requires sitting for extended periods of time and using the telephone (with a headset), computer monitor and keyboard.