Customer Service Representative

Job Description

Position Title: Customer Service Representative
Employment Type: Full-Time
Working Hours: CST / 50 hours per week

About Pavago
Pavago is seeking a passionate and dedicated Customer Services Representative to join our client’s team. In this role, you'll be the first point of contact for potential customers, handling inbound calls, scheduling appointments, and providing exceptional service. Your responsibilities will also include promoting and selling the membership, upselling plumbing services, and contributing to process improvements. Ideal candidates will have prior experience in a home service business, with plumbing knowledge preferred, and must have excellent English proficiency. Strong communication skills, the ability to drive sales, and a customer-focused mindset are key to success in this role.

Responsibilities:

• Inbound Call Management: Professionally manage inbound calls, providing empathetic and knowledgeable assistance to customers while working toward an 85% call-to-booking conversion rate.
• Scheduling & Upselling: Efficiently schedule service calls and identify upselling opportunities for plumbing services, repairs, maintenance options, and Pipeline Club memberships.
• Pipeline Club Sales: Achieve a 10% close rate on Pipeline Club memberships across all eligible calls, promoting the benefits of membership, including priority service, discounts, and complimentary services.
• System Building and Documentation: Assist in creating and documenting structured, repeatable processes for high call conversion and membership sales rates.
• Technology Integration: Utilize new tools and technologies to enhance the customer experience, streamline internal processes, and provide regular feedback to improve efficiency.
• Offshore Team Development: Support the training and integration of offshore teams for managing overflow and after-hours calls, ensuring quality standards and effective customer interactions.
• Active Listening and De-Escalation: Handle escalated calls with care, using active listening and de-escalation techniques to manage customer concerns and ensure a positive experience.

What Makes You a Perfect Fit:

• Sales & Service Expertise: Ability to convert leads into appointments and drive sales, especially in the home service industry.
• Customer-Focused: Passionate about providing excellent service and offering value-driven solutions to customers.
• Adaptability: Quick to learn new tools and adapt to evolving processes, including proficiency in Service Titan and other tools.
• Reliability: Consistent in meeting sales and conversion targets while maintaining a high standard of service.
• Ownership: Takes responsibility for each customer interaction, ensuring it aligns with the company's values and mission.
• Process Improvement: Proactively seeks to enhance systems and processes for greater efficiency and scalability.

Required Experience & Skills:

• English Proficiency: Must have a high level of proficiency in English for clear and effective communication.
• Customer Service Experience: Prior experience in customer service, especially in a home service business, is preferred.
• Sales Experience: A proven track record of meeting or exceeding sales targets in a fast-paced environment.
• Plumbing Knowledge: Previous experience or knowledge of plumbing services is a plus but not required.
• Technology Proficiency: Experience with CRM systems (Service Titan preferred) and other customer service tools.

What Does a Typical Day Look Like?
A typical day in this role involves spending 180-210 minutes per day on the phone with customers, managing inbound calls, scheduling service appointments, and converting leads into sales. You'll actively engage in upselling and promoting the Pipeline Club membership, ensuring you meet both daily and monthly sales targets. Collaboration with the team is key, as you'll work together to refine call scripts, processes, and customer service protocols. You'll also provide feedback on technology usage and support the development of offshore teams managing overflow calls. Throughout the day, you'll focus on personal growth, continuously improving your skills while maintaining a high standard of professionalism and customer care in every interaction.

Interview Process:

• Initial Phone Call: A brief conversation to understand your experience and fit for the role.
• Video Interview: Brief call to discuss your experience, motivation, and suitability for the role.
• Final Interview: A comprehensive interview with the client to ensure mutual fit and alignment.
• Background Check: Verification of experience and references.