Job Description

Company Description

Maggio Roofing provides world-class roof services, gutter replacement to households and businesses in Washington D.C.

Role Description

This is a full-time on-site role for a Call Center Representative located in Takoma Park, MD at Maggio Roofing. The Call Center Representative will be responsible for handling customer inquiries, providing support, and ensuring customer satisfaction.

Qualifications

• Customer Service Representatives and Customer Support skills
• Interpersonal Skills
• Computer Literacy
• Excellent communication skills
• Ability to multitask and prioritize
• Experience in a call center or customer service environment is a plus
• High school diploma or equivalent

Objectives of this role

• Handle a large volume of inbound and outbound calls in a timely manner
• Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
• Recommend improvements for systems and processes to boost organizational efficiency

Responsibilities

• Memorize scripts for products and services, and refer to them during calls
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities.
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
• Create and maintain record of daily problems and remedial actions taken, using call-center database

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