Customer Service Representative (tier 3 - Onsite)

****Work Setup:****100% Onsite
****Work Schedule:****Pacific Time Zone

Position Overview:
As a Customer Service Representative, you will serve as the first point of contact for our clients, ensuring their needs are met with exceptional service. Your role will focus on delivering outstanding customer service, closing quotes, turning inquiries into booked appointments, and upselling additional services where appropriate.

Duties and Responsibilities:

• Respond to inbound calls, emails, and inquiries in a professional, timely, and friendly manner.
• Assist customers with scheduling services, answering questions, and resolving concerns related to restoration and cleaning services.
• Close quotes over the phone and turn inquiries into booked appointments for the company.
• Identify opportunities to upsell additional services to customers and provide recommendations that enhance their overall experience.
• Provide exceptional service by demonstrating in-depth product knowledge and empathy for clients’ needs, creating a seamless customer experience.
• Utilize CRM systems (e.g., Zendesk, Twilio Flex) to log customer interactions, ensuring thorough communication records and timely follow-ups.
• Address customer complaints with solutions that align with our company’s philosophy of under promising and overdelivering.

Job Requirements:

• Bachelor’s degree of any related field
• 5 years work experience, preferably in a customer-centered, high urgency environment.
• Strong written and verbal communication skills, with the ability to build rapport quickly.
• Experience using CRM systems (e.g., Zendesk, Salesforce, or similar platforms).
• A positive, can-do attitude with a passion for helping customers and providing top-notch service.
• Experience in upselling and closing quotes over the phone.
• Strong organizational skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
• Ability to work independently and as part of a team.
• Proficiency with office software (MS Office, Google Workspace).
• Experience in the restoration or cleaning industry is a plus, but not required.

**WHY INTELASSIST?**We grow together. We value your effort. We aim to empower you.