Customer Service Specialist

Company: SERVPRO of Haverhill/Newburyport
Location: Haverhill
Posted on: July 28, 2022

Job Description:

Job DescriptionSERVPRO of Haverhill/Newburyport is a family-owned and operated disaster remediation and reconstruction company proudly serving area communities since 1967. As community members ourselves, we are truly dedicated to the cities and towns we service. As we grow, we are searching for dynamic individuals that share the same community pride, desire to help, and a commitment to excellence in all that they do. If you can bring this, and more, to work every day, then you're an ideal candidate for this position.

The Customer Service Specialist must be passionate about customer service, able to empathize and reassure the customer, as well as ensure excellent service standards, and respond efficiently to customer inquiries.

Your Daily PurposeAs an extension of the sales and marketing team, the CSS has a highly visible role as the face and voice of the company, often the first and the last impression the customer will have. The purpose of this position is to provide outstanding customer service to inbound customers while assisting the marketing department in fulfilling a complete customer experience.

The CSS will manage inquiries by answering the phone, differentiating between routine and emergency needs, gathering thorough information, scheduling initial estimates, greeting clients, and providing support to the marketing department.

A successful candidate for this position would possess the following skills:

• Truly passionate about delivering the highest level of customer service
• Proven experience in a customer support or client services role
• Strong phone skills and active listening
• Ability to remain calm, effective and customer-focused when dealing with urgent and/or difficult calls
• Excellent communication and presentation skills, computer skills and organizational skills
• Ability to multi-task, prioritize, and manage time effectively
• Ability to work independently but also enjoy being part of a team
• Dependable and punctual
• Bilingual (Spanish) preferredJob Requirements:
  • Must have at least 1-3 years of customer service experience
  • Must feel confident in answering and managing a high volume of calls
  • Intermediate knowledge of Microsoft Word, Excel, and Outlook will be required
  • Experience working with Office 365 is a plus
  • Experience working within a CRM system, preferably Salesforce
  • Demonstrated proficiency with technology and software systems
  • Must feel comfortable providing follow-up calls at different points of the job lifecycle, ending with requesting reviews, when appropriate
  • Ability to assist the marketing department in a supportive role in a variety of ways, including assembling materials, sending marketing emails, and maintaining the CRM database
  • Ability to complete assigned tasks in the time allotted without direct supervision
  • Excellent interpersonal communication skills
  • Great attention to detail
    
    All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.

Keywords: SERVPRO of Haverhill/Newburyport, Haverhill , Customer Service Specialist, Hospitality & Tourism , Haverhill, Massachusetts