Customer Service Representative

Job description

Jani-King is the World’s largest commercial cleaning franchise company. There are more than 9,000 authorized franchisees in the Jani-King system and more than 120 regional offices in 14 countries. As the global leader in franchised commercial cleaning services, Jani-King’s success is the result of a tradition of leadership in business development, business operations, and customer service.

Description

Requires a high school diploma or equivalent and 1-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions:

• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Act as the company gatekeeper
• Utilize computer technology to handle high call volumes
• Close out or open call records
• Compile reports on overall customer satisfaction
• Read from scripts

Requirements:

• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively

Submit resume and cover letter to:

Javier Arrieta

Office Manager

Jani-King of Nashville & Memphis

5560 Franklin Pk Cr, Suite 100

Brentwood, TN 37027

Office: (615) 445-7979

jarrieta@janikingnash.com