Representative, Client Services

Job Description

Job Description

ASI Hastings “The White Glove Guys! ”We have been serving San Diego since 1952, emphasizing doing what is right for our clients. We are the premier A/C Tune Up & Repair, Furnace, Plumbing and Solar Pros. We value our employees and provide a family-oriented and fun working environment where your efforts are recognized and rewarded.
We have an immediate need for a Client Services Representative.
ASI’s Representatives must possess a diverse skill set, able to multi-task, work well under pressure, and make sound judgment calls under pressure. Our clients are promised 100% Satisfaction Guaranteed, and our Call Center Representatives are accountable for ensuring this happens during every client interaction.
Work schedule:
Monday - Friday 10:00 AM - 7:00 PM, with some Saturdays
(Tuesday - Friday 10:00 AM - 7:00 PM, Saturday 8:00 AM - 4:30 PM)

DUTIES AND RESPONSIBILITIES
Receive a high volume of inbound calls as well as make outbound calls to existing clients, booking appointments at a high conversion rate
Able to quickly identify the client’s request or concern and efficiently provide the most effective solution
Effectively use critical thinking skills to solve problems for clients while consistently using the best judgment to determine the best solution
Express empathy and compassion, taking full ownership of the client’s satisfaction
Respond to incoming requests for cancellation of services and persuade our clients to retain their memberships or appointments
Efficiently enter accurate and detailed records of client interactions and actions taken
Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts
Work well independently within guidelines and complete work without requiring follow-up
Other duties as assigned
SKILLS/QUALIFICATIONS
Experience with heavy call volume in a versatile environment
Sales experience preferred
Exceptional phone and interpersonal skills
Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner
Ability to talk and type accurately; typing speed of at least 40 wpm
Ability to sit for a majority of shift
Service Titan a plus
EDUCATION AND EXPERIENCE
High School diploma or equivalent required
2-3 years of diverse Call Center experience
PHYSICAL DEMANDS
Regularly required to sit; use hands to handle or feel and type
Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolve issues
Frequently required to reach with hands and arms
Occasionally required to stand; walk and stoop, kneel, crouch, or crawl
May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. We make hiring decisions based solely on qualifications, merit, and business needs at the time.

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