Our growing company is looking for a full-time, experienced Customer Service expert to join our team as a Service Delivery Representative. We are looking for an enthusiastic individual who can efficiently manage service-related issues and speak competently and confidently with our electrical contractors. The successful candidate for this role will have the drive and aptitude to gain a solid command of the company's service offerings, processes, and technology platform. The Service Delivery Representative is expected to ensure our network of contractors is supported with installation process concerns, program questions, and utilization of our internal Qmerit platform.

The ideal candidate is resourceful, a good problem solver, organized, and have a passion for providing best in class customer service.

Responsibilities

Primarily responsible for contractor support with questions regarding our internal platform and open installation projects
Maintain a high level of professionalism with contractors while establishing a positive rapport with every caller
Answer incoming calls, emails, and chat requests from electrical contractors regarding a variety of Qmerit processes and resources
Address contractor issues with problem-solving solutions and make suggestions for enhancements or amendments to processes, focusing on improving the customer and contractor experience
Support the Customer Service team with contractor-related escalations from customers, such as post-installation concerns or complaints
Track and prioritize activities by using our CRM, online dashboards and customer activity portals
Utilize our customized templates and macros when responding to customers and contractors
Enter or update customer/ticket information in our CRM, HubSpot, during and after each call or activity
Work with the management team to remain updated on product knowledge and keep informed of any changes in company policies or software
Offer insights and suggestions for improvement, as appropriate on technology and processes

Required Qualifications

Advanced Microsoft Office skills
Strong written and verbal communication skills
Demonstrates a working knowledge of the technology tools required within assigned responsibilities
Effective organization and time management skills
Ability to manage multiple tasks
Strong problem-solving skills
Strong attention to detail and high level of professionalism

Education And Experience

High school diploma required
Minimum 2- years experience in a customer service-related field required
HubSpot and Five9 experience is a plus
Experience working closely with electrical contractors or service personnel is a plus
Experience in electrical, field service, dispatch related jobs is a plus