Customer Service Representative (2nd Shift) - Full-time / Part-time

Job Description

The Customer Service Representative (CSR) 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.   

Job Responsibilities

• 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
• This is a full time position. One must be available to work Monday - Saturday 3pm-12am and Sunday 9am-6pm. Weekly schedules are flexible and will vary
• Other customer service-related activities, as deemed appropriate by the Customer Service Team Lead

 

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)
• Effective listening and communication skills
• Good grammar, voice and diction
• 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

 

Working Conditions:

Work is generally performed in an office setting with no unusual hazards.  Travel is minimal, but may be required for training purposes.