Customer Service Representative

Description

The Customer Service/Sales Consultant is an in-office hybrid role that combines customer service excellence with consultative sales responsibilities. This position is designed to enhance customer experience by reducing unnecessary transfers, resolving customer needs on the first interaction, and identifying opportunities to recommend additional ABC services.

The ideal candidate is customer-focused, sales-minded, and able to confidently transition between assisting customers, providing service recommendations, generating leads, preparing quotes, and closing sales across ABC’s service lines.

Key Responsibilities

Customer Service Responsibilities

• Answer a high volume of calls and respond to customer inquiries in a professional, courteous, and efficient manner.
• Provide accurate information regarding ABC products, services, and solutions.
• Document customer interactions, requests, and transactions accurately within company systems.
• Resolve customer concerns and complaints while maintaining a positive customer experience.
• Utilize knowledge of ABC’s service lines to identify customer needs and generate additional service opportunities.
• Meet or exceed performance expectations related to call quality, customer satisfaction, productivity, and sales opportunities.

Sales Consultant Responsibilities

• Consult with customers to recommend ABC services based on their specific needs and home requirements.
• Use effective probing questions and available tools, including Google Earth, Evolve, and Zillow, to create customized service solutions.
• Apply closing strategies to schedule appointments, sell service agreements, and convert customer inquiries into sales.
• Build and manage customer proposals within Salesforce for customer review and approval.
• Participate in ABC sales campaigns, including outbound calling and lead follow-up initiatives.
• Maintain availability in the sales queue to manage incoming opportunities and support department goals.
• Consistently achieve sales goals and performance metrics established by management.

Requirements

• Previous customer service, call center, or sales experience preferred.
• Strong verbal and written communication skills.
• Ability to build rapport with customers and identify service opportunities.
• Strong problem-solving, decision-making, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficient in Google Workspace, Microsoft Office Suite, and other business applications, with the ability to quickly learn new technology systems.
• High school diploma or equivalent required.
• Reliable transportation to the ABC office located at 11934 Barker Cypress Rd, Cypress, TX 77433.
• Flexible schedule with availability to work 9:00 AM–6:00 PM and rotating Saturdays.

Ideal Candidate

The ideal candidate is a motivated team member who enjoys helping customers, solving problems, and driving business results. They demonstrate strong communication skills, adaptability, and the ability to confidently recommend solutions while delivering exceptional customer experience.