Senior Customer Service Advisor

About the company:

Most of our work is residential service and replacement, with some light commercial. We install and service furnaces, heat pumps, rooftop units and ductless systems for homes and businesses. Busy season for HVAC is July and January, so expect overtime.

About the role:

We are backfilling a position after an internal move. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This role is fully remote within India.

Your responsibilities:

• Call customers back on open issues within the promised timeframe
• Update customer records accurately
• Meet targets for handle time, quality score and customer satisfaction
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud
• Look up orders, accounts and shipping status in the CRM and order system
• Complete required training and quality coaching sessions

Required qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Clear speaking voice and good listening skills
• High school diploma or GED

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

What we offer:

• Health insurance for you and your family
• Provident fund
• Paid leave
• Gratuity

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Gravelreach Plumbing.