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Authority Brands · 1 day ago

Customer Service Representative

Sheffield Lake, OH

Full-time

Onsite

New Grad, Entry Level

Authority Brands is a company that has been serving the local community for over 20 years through its Lawn Squad team. The Customer Service Representative is responsible for maintaining positive customer relations and ensuring efficient handling of customer requests through various communication channels.

FranchiseHome and GardenHome ServicesJanitorial Service

Responsibilities

Makes outbound calls to current customers and schedules their yearly maintenances

Takes inbound calls

Makes every effort to compress call scheduling effectively maximizing productivity and revenue

Notifies clients ahead of time if the Technician is not going to arrive at their home within the scheduled time window

Re-schedules appointment times at client’s convenience as necessary

Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Technicians

Strictly adheres to the Dispatching for Profits Priority Service Schedule, including the 10-28 dispatching system, to ensure the “Right” Technician is sent to the “Right” appointment. The Dispatcher must be familiar with the technical competencies of each Technician and understand how to best maximize service and revenues for each call

Shares responsibility to ensure that all Technicians arrive at their designated appointments on time

Debriefs with Technicians upon completion of jobs to identify any outstanding client satisfaction issues

Notifies the Operations Manager if a technician is not performing at maximum acceptable performance standards