Job description:
Our Company: Coit has been in business for more than 75 years; the industry leader in specialty in-home cleaning services. Serving the Lower Mainland, Greater Victoria area, Nanaimo and Sunshine Coast. We have vision and integrity, and are committed to exceeding our customer’s expectations.
Our Department: fast paced, fun, challenging, goal oriented team
You: a bright, energetic, hardworking, initiative taking, positive, competitive yet co-operative team player. A creative problem solver with a passion for people and closing sales. Most important: you sound fantastic on the phone!
Note: This position requires you to work from our Burnaby BC office, this is not a work from home position. This is a permanent full time position. The shift is Mon - Fri 9am-6pm and a rotation of every other Saturday 730-430 with an alternate day off.

JOB DESCRIPTION

TITLE: Inside Sales / Customer Service Representative
DEPARTMENT: Customer Service
REPORTS TO: Contact Centre Supervisor

POSITION SUMMARY:

Under general supervision, responsible for providing effective customer service for all internal and external COIT Services customers by utilizing excellent, in-depth knowledge of company products and services.

SKILLS & REQUIREMENTS:

• Excellent communication skills
• Courteous and clear telephone voice
• Excellent customer service skills
• Previous sales experience preferred
• Previous customer service experience desired
• Correct English usage: grammar, spelling and punctuation
• Ability to follow oral and written instructions
• Ability to calculate figures and amounts

CORE RESPONSIBILITIES:

• Promptly and courteously answers incoming telephone calls.
• Provide timely and accurate information to incoming customer inquiries, demonstrating knowledge of all company products, services.
• Explains fully the benefits of additional cleaning services and obtains order information.
• Upsells all COIT services.
• Informs customers about proper cleaning procedures and maintenance methods. When appropriate, offers alternatives in order to avoid customer dissatisfaction.
• Provides customer with instructions for preparation of carpeted areas or upholstered furniture to be cleaned on the scheduled day.
• Handle customer complaints and challenging situations in a professional manner.
• Resolves customer complaints in a manner mutually satisfactory to both customer and company. Accesses relevant information and contacts appropriate personnel.
• Provide timely feedback to the Company regarding service failures or customer concerns.
• Using email or telephone, communicates effectively with outside personnel (sales, delivery, on-location)
• Effectively coordinates schedules of customers and outside service personnel. Keeps customers informed of any appointment changes or delays.
• As appropriate, reschedules customer service appointments and schedules additional service stops.
• Contact potential customers by telephone and attempt to close unresolved sales opportunities.
• On a daily basis, accurately completes customer invoices, updates routes and maintains supporting paperwork.

OTHER DUTIES:

• Clerical duties as assigned.
• Maintains efficient manual procedures during system downtime.
• All other duties as assigned.