Customer Service Representative

Summary

The customer service representative is responsible for growing sales by partnering with other franchise staff to provide outstanding customer service to all TWO MEN AND A TRUCK® customers through in-depth knowledge of company products and services.

Essential Job Functions

• Acts as the first point of contact for new and existing customers to establish a rapport and build confidence in TWO MEN AND A TRUCK® services
• Asks open-ended, probing questions to determine customer requirements and expectations
• Directly and accurately inputs information in to “Movers Who Care®” software to estimate cost for customers, as well as scheduling needs for movers, drivers and trucks
• Makes recommendations according to customer's needs on moving services, boxes, supplies and equipment and other value-added services; may recommend alternate services and/or products based on cost, availability or customer specifications
• Educates customer on terminology, policies and procedures, anticipated delays and any additional information needed to increase customer satisfaction and improve profitability
• Complies with federal, state, and local legal requirements when scheduling moving services and staff
• Continually maintains thorough understanding of all company products, services, pricing and promotions in order to communicate the benefits and value of TWO MEN AND A TRUCK® and effectively oppose any customer objections
• Prepares all move-related paperwork and documents on a daily basis
• Obtains customer feedback through regular follow-up calls, both during and after moves to ensure ongoing customer satisfaction and proactively resolve any complaints
• Calmly and professionally handles displeased customers and provides timely feedback to management regarding customer concerns
• May assist management with scheduling and tracking of movers and drivers in accordance with move requirements
• May prepare various reports for management as well as gather research and statistics
• May prepare proposals, letters, mass mailings, and other miscellaneous correspondence
• May participate in various marketing activities including networking, direct mail and charitable move coordination
• Ensures display area is maintained in a clean and professional manner; i.e. brochure stocks and box displays
• All other duties as assigned

Supervisory

• This position has no direct reports.

Education/Experience

• High school diploma or general education degree (GED) is required.  Associates degree in related field preferred
• A minimum of six months to one year of customer service and/or office experience is required;  Outside or inbound sales and/or TWO MEN AND A TRUCK® or moving industry experience is preferred 

Skills/Knowledge/Abilities (SKA) Required

• Excellent customer service skills (friendly, courteous and helpful)
• Good organizational and time management skills
• Ability to analyze and solve problems effectively
• Accurate; consistent attention to detail
• Demonstrated understanding and application of effective selling strategies and techniques
• Confidence to initiate customer contact, and comfortable asking for the sale
• Strong team player who works productively with a wide range of people and personalities
• Comfortable in a fast-paced environment; able to adapt quickly to changing priorities
• Basic computer and keyboarding skills
• Able to perform basic business math
• Able to present a professional image at all times to customers and vendors
• Demonstrated integrity, ethical standards, and commitment to TWO MEN AND A TRUCK® Core Values
• Bilingual is a plus
• Effective listening and communication skills
• Good grammar, voice and diction

Work Environment

Work is generally performed in an office setting with no unusual hazards.  Travel is not regularly required, but may be necessary for training purposes.

The qualifications listed above are intended to represent the minimal skills and experience levels associated with performing the duties and responsibilities contained in this job description.  The qualifications should not be viewed as absolute standards, but as general guidelines that should be considered with other job-related criteria.

TWO MEN AND A TRUCK® is an Equal Opportunity Employer.  Diversity is valued and TWO MEN AND A TRUCK® will not tolerate discrimination or harassment in any form.  Candidates for the position stated above are hired on an “at will” basis.  Nothing herein is intended to create a contract.