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  • Production Customer Service Representative

    Woods Basement Systems, Inc.
    Job Description
    Has primary telephone contact with our customers, potential customers, and other parties for setting sales appointments leads, scheduling annual maintenances, scheduling installations, and following up on a variety of issues. Supports the company’s management, purpose, mission, and values.

    1. Represents the company through telephone contact by answering calls, setting appointments, scheduling Annual Maintenances and service calls, and following up on a variety of issues.
    2. Coordinates and ensures all paperwork, data entry, and correspondence regarding leads, annual maintenances, and sold jobs is accurate, timely, and completed per company procedure.
    3. Meets or exceeds goals for sales appointments, Annual Maintenances, and lead conversion.
    4. Serves as the point of contact for customers, including answering questions, scheduling and confirming installations, providing pre-installation information, assuring quality, solving problems, and so on.
    5. Works to ensure our crews to ensure crews have what they need to be successful at their installations, including accurate and timely communication about job details, coordinating utility locates, preparing any special needs of an installation, and so on.
    6. Provides tactical support to the company’s departments.
    7. Provides customers with a remarkable experience.
    8. Regular, reliable on-site attendance.
    9. Review and manage Production Calendar ensuring crews are at maximum productivity and scheduled logistically correct.
    10. Manage Production tabs associated with scheduling
    11. Answer questions related to scheduling the Production calendar and coach others as need
    12. Conduct daily call with Field Supervisors and the Director of Field Operations. Adjust the Production calendar as needed
    1. Knowledge of customer service principles and practices.
    2. Skill in operating a personal computer and programs.
    3. Skill in verbal communication.
    4. Ability to understand, speak, read, and write English.
    5. Ability to handle a variety of tasks.
    6. Ability to perform accurate data entry.
    7. Possess talent and personal traits:
    8. Communication Motivation
    9. Customer Focus Planning & Organization
    10. Detail-Oriented Self-Management
    11. Diplomacy & Tact Stress Management
    12. Empathetic Outlook Teamwork
    13. Interpersonal Skills
    14. High school diploma or GED preferred;
    15. 1+ years of experience in customer service; or,
    16. A combination of education and experience that illustrates a proven track record in this field.

      PHYSICAL REQUIREMENTS 0-24% 25-49% 50-74% 75-100%
    Detect/recognize information in written materials and on computer screen       X
    Communicate accurately on the telephone and in person with others       X
    Move about/Traverse X      
    Accurately operate a computer and calculator       X
    Ascend/Descend/Move self to lower position to inspect items under, on, or close to floor level X      
    Ability to drive a vehicle X      
    Ability to enter and work in a crawlspace X      
    Ability to travel overnight, up to 5 days a week X      

    Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects. Job involves maintaining a stationary position most of the time. Jobs are sedentary if moving about is required only occasionally.

    The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work more than normal working hours as workloads and seasonal activities necessitate. This document is subject to change at any time without notice.
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