[Remote] Customer Service Agent

Note: The job is a remote job and is open to candidates in USA. Fix Network World, through its Speedy Glass division, is seeking a Customer Service Agent to deliver exceptional service to clients while identifying sales opportunities. The role involves handling customer inquiries, processing orders, and ensuring customer satisfaction while maintaining a positive and professional demeanor.ResponsibilitiesRespond to customer service calls in a timely, courteous, and professional mannerPlace client orders with accuracyRefer escalated customer calls to the Call Centre SupervisorInvestigate and troubleshoot customer service issues, with the goal of resolutionEffectively and accurately communicate brand identity and corporate positionAssist customers with standard account-related requestsProvide information about company products and services, charges, service conditions, and availabilityUpdate the database with accurate messages regarding transactionsConduct callbacks to ensure customer satisfaction, close jobs, and manage schedulesAnswer inbound customer calls, emails, and chats regarding glass repair and replacement servicesIdentify customer needs and recommend appropriate glass repair or replacement servicesOvercome objections and confidently close salesSchedule service appointments and provide accurate pricing estimates based on customer needsAssist customers with insurance claims verification and processingMaintain a positive and professional demeanor while handling customer inquiries, concerns, and complaintsCommunicate with the team to ensure smooth scheduling and service deliveryUpsell or cross-sell additional services and products when appropriateAccurately document customer interactions and service requests in the CRM systemMeet or exceed call center performance metrics, including call handling time, customer satisfaction, and conversion ratesContribute to a positive and professional work environmentParticipate in team meetings and training sessions to enhance skills and performanceSkills1-3 years' experience in customer service, preferably in a call center roleAbility to skillfully operate a telephone, computer, and related peripheralsProficiency with Microsoft ExcelBenefitsA comprehensive benefits packagePaid time off paid on each paycheckPaid holidaysPaid sick daysCompany OverviewFix Network World is a global leader in collision, glass and mechanical repair services. It was founded in 1992, and is headquartered in Blainville, Quebec, CAN, with a workforce of 1001-5000 employees. Its website is https://fixnetwork.com.