Customer Care Representative

Company: The Salem Group ( Learn More )

General Information
US-IL-Oakbrook Terrace
High School
At least 1 year(s)
Not Specified
Job Description

Our Account Representatives are responsible for selling home warranty and energy related products and services in a blended environment handling both inbound and outbound customer service calls.Account Representatives will work closely with supervisors and coaches to meet quality assurance guidelines for professionalism, sales/customer service techniques and customer engagement.

Anticipated Start Date- January 2018

• Assist existing customers with account questions or processes and scheduling repair or maintenance service while selling additional products and services.

• Sell home warranty and energy-related products and services to residential and/or commercial customers by recognizing opportunities to up-sell accounts, explaining new features and benefits while following quality standards and scripting processes and procedures as trained and documented in the company policy and procedure manual.

• Navigate systems efficiently and enter data accurately while resolving customer needs.

• Maintain a thorough understanding of customer account processes (i.e. billing, payments, service) and the benefits of our suite of products and services.

• Ability to successfully resolve customer questions and/or concerns quickly in one phone call by clarifying issues, researching and exploring answers and alternative solutions, and implementing appropriate solutions.

• Reflect our company Values and contributes to our positive, results-driven culture• Possess excellent interpersonal skills, diplomacy, and patience while interacting with customers, peers, management, and other departments. Comfortable with receiving coaching feedback and monitoring of calls.

• Take personal responsibility, exploring opportunities to add value, contributing ideas and participating in activities to continuously improve customer satisfaction and productivity.

• Create and maintain personal/team sales goals daily, weekly, monthly.

• Maintain and exceed client and customer expectations through professional telephone interaction on inbound and outbound

• Demonstrate a personal commitment to promoting and providing exceptional customer service.

Education, Certifications/Licenses:

• Required: High School or GED

• Preferred: Associate Degree, some college courses

• 1 year experience in Sales or Customer Service

Job Requirements


• Previous work experience in a fast paced Call Center environment

• Experience accurately capturing details of phone conversation on paper and in a computer application.

• Experience with direct or suggestive selling

• Proficient typing and computer application skills

• Strong attention to detail with ability to multi task while speaking with a customer on the phone.

• Easily adapt to change while balancing multiple priorities

• Ability to work a continuously flexible schedule including evenings, weekends, and holidays with punctuality and consistent work attendance.

• Motivation for sales, adhering to set computer guided scripts and procedures

• Excellent verbal and written communications skills, effective listening skills, and ability to identify needs through phone conversation

Pay: $13.75 plus uncapped commission, averaging $50,000 a year to start

There is no limit to what you can earn!