Customer Care Agent

👋 I’m Tommy, and I’m the CEO of A1 Garage Door. I’m glad you’re here. I started the company in 2007, and we have since grown to be the largest residential garage door service company in North America, operating in 40 markets+ across 20 states. As an A1 **Customer Care Agent**, you will act as a liaison, provide product/services information, answer questions, schedule service appointments, and work collaboratively to resolve and de-escalate emerging problems that our customers might face with accuracy and efficiency. Must be organized, efficient, persuasive and have practical problem-solving skills. You will be interacting with our customers daily and having patient and respectful behavior is a must as you are representing A1 Garage Door Services. ***This position is remote, however you MUST be based in a state where we are operating.*** (Eligible states are: AL, AZ, CO, DE, FL, GA, ID, IL, IN, IA, KS, ME, MD, MI, MN, MO, NV, NM, NY, NC, OH, OK, OR, PA, SC, TN, UT, WA, WV, WI) **Shifts vary between 5am to 6:30pm AZ time, 5 days/.wk. (Off Sundays).** **Training schedule is 8:30am-5:00pm AZ time for the first three weeks.** **You Should Apply If:** ✔️You are a master of ownership. You see a problem; you solve the problem! 🧑‍🤝‍🧑You like to help people, and your job description is just a guideline ‍☎️You have worked in a call center environment handling high volume of calls ‍‍⚡You move fast, you’re always busy and no task is too small or too big ‍📈 You are self-motivated, and customer focused **You Shouldn’t Apply If:** - You prefer working where there is no one to talk to - Computer systems/software scare you. We don’t use much paper around here **The Job:** - Manage large amounts of incoming phone calls and internal transfers from other departments - Identify and assess customers’ needs to achieve satisfaction - Build sustainable relationships and trust with customers through open and interactive communication - Provide accurate, valid, and complete information by using the right methods/tools - Schedule service appointments as needed - Address inquiries about repairs and maintenance - Review and manage billing and invoice inquiries - Handle customer complaints, provide appropriate solutions and alternatives within established time limits; follow up to ensure resolution - Keep accurate records of customer interactions and account related information - Ensure a positive customer experience throughout every interaction - Uphold all company policies and procedures **Basic Requirements:** - Be nice! I know, we shouldn’t have to say that, but we mean it - Must be able to train and work in a remote environment - Availability to work flexible hours between 5:00am and 6:30pm MST, including weekends - Proven sales and customer support experience or experience as a Client Service Representative - Strong phone contact handling skills and active listening - Strong knowledge of computer systems and software, **Service Titan CRM a huge plus**! - Customer orientation and ability to adapt/respond to different types of characters - Ability to multi-task, prioritize, and manage time effectively - Must be able to type 40 wpm or more - Strong written and verbal communication skills - Ability to pass a pre-employment drug test (not including THC) and criminal background check - Strong reading comprehension as well as basic math skills are required - Employment requires current eligibility to legally work in the United States **Required Equipment / Tools:** - High speed internet connection via ethernet cable (no WIFI) - The minimum home internet speed required for this position and for the phone software to function properly are: 150Mbps download / 20Mbps upload **Benefits and other cool stuff:** · Medical, dental, vision, 401K · Paid Time Off · Weekly Pay · Internal Promotion opportunities · Company swag *(Please note: benefits are not available for part time, temporary or contract roles)* *A1 Garage Door (and affiliate companies) provide equal…