Customer Service Representatives (CSR)

Job brief - Duties and Responsibilities:

We are looking for an experienced customer-oriented service representative.

Our customer service representatives, or CSR, are our homeowners primary point of contact with J.S. Hovnanian and Sons. The duties and responsibilities of our CSR include managing incoming calls and customer service inquiries, identifying and assessing customer needs to achieve resolution, entering homeowner communications into our customized data base, issue 30 day and 1 year correspondence in a timely manner and conduct New Home Orientations (NHO) at the job sites.

What does a Customer Service Representative do?

A Customer Service Representative will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our homeowners might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. Theyre patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in the homeowners shoes and advocate for them when necessary. Customer feedback is priceless.

Problem-solving also comes naturally to a Customer Service Representative. They are confident at troubleshooting and investigate if they dont have enough information to answer homeowner questions or resolve complaints.

The objective is to ensure excellent service standards, respond efficiently to homeowner inquiries customer satisfaction.

Responsibilities:

Customer Service Responsibilities list:

Manage incoming phone calls and e-mails
Identify and assess customers needs to achieve satisfaction
Keep records of customer interactions, process customer accounts and file documents
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Process 30 day and 1 year lists as they are submitted by the homeowner
Issue work orders and addendums as needed
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Follow communication procedures, guidelines and policies
Communicate effectively with our vendors and site staff
Take the extra mile to engage customers
Requirements

Proven customer support experience as a Client Service Representative or comparable
Strong phone contact handling abilities utilizing adaptive and active listening skills
Familiarity with CRM systems and practices
Anticipate homeowner orientation and ability to adapt/respond to different levels of customer concerns
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
High school diploma
Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:

8 hour shift
Day shift
Monday to Friday
No weekends