Customer Care Representative

PetersenDean Roofing & Solar

PetersenDean Roofing and Solar Systems is one of the largest independent roofing and solar companies in the United States. With divisions in Arizona, California, Florida, Nevada and Texas, PetersenDean installs new roofs, provides re-roofing services, and designs and installs solar power systems for homeowners, commercial customers and home builders. Founded more than 30 years ago on the belief that good roofs are built by good people, we continue to take pride in every roof we build today. Our commitment to safety, superior quality customer service, and the environment has earned us an industry-wide reputation for excellence.

SUMMARY

The Customer Care Center Representative is responsible for answering phone calls and responding to emails in a prompt and friendly manner. They will serve PetersenDean customers by answering inquiries, resolving problems, fulfilling requests, and scheduling sales appointments using the company’s CRM. This position offers potential advancement to other departments including but not limited to: Project Management, Sales, and Design.

Essential Job Duties and Responsibilities:

  • Promptly answers incoming customer calls and respond to emails
  • Updating customer database/CRM/Salesforce
  • Scheduling sales appointments for our sales team in Salesforce
  • Working with company offices and customers in multiple states and different time zones
  • Interface with the Sales Design Team to schedule sales meeting requirements
  • Taking customer reservations on line
  • Responsible for satisfying customer requests and maintaining a respectable image for the company
  • Identify and escalate priority issues
  • Route calls to the appropriate resource
  • Document all call information per standard operating procedures
  • Handles service issues and issues work orders when appropriate
  • Flexibility to work special sales events requiring evening and weekend hours

Knowledge, Skills, and Abilities:

  • Customer service experience required
  • 1+ yrs. previous experience working in a call center environment preferred
  • Strong data entry and typing skills
  • Knowledge of call center telephony and technology
  • Steady work history is a must
  • Ability to work in team environment
  • Outgoing personality
  • Excellent follow up skills
  • Basic MS Office knowledge; computer software and internet proficiency
  • CRM experience/ Salesforce preferred
  • Excellent verbal/written communication
  • Position requires working holidays
  • Office staffing hours are currently 5am-11pm; and open 7 days a week
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