Overview

The Customer Service Representative (CSR) is responsible for growing sales by partnering with other franchise staff to provide outstanding customer service to all TWO MEN AND A TRUCK® customers through in-depth knowledge of company products and services.  Job ResponsibilitiesActs as the first point of contact for new and existing customers to establish a rapport and build confidence in TWO MEN AND A TRUCK® servicesAsks open-ended, probing questions to determine customer requirements and expectationsDirectly and accurately inputs information in to “Movers Who Care®” software to estimate cost for customers, as well as scheduling needs for movers, drivers and trucksMakes recommendations according to customer’s needs on moving services, boxes, supplies and equipment and other value-added services; may recommend alternate services and/or products based on cost, availability or customer specificationsEducates customer on terminology, policies and procedures, anticipated delays and any additional information needed to increase customer satisfaction and improve profitabilityComplies with federal, state, and local legal requirements when scheduling moving services and staffContinually maintains thorough understanding of all company products, services, pricing and promotions in order to communicate the benefits and value of TWO MEN AND A TRUCK® and effectively oppose any customer objectionsPrepares all move-related paperwork and documents on a daily basisObtains customer feedback through regular follow-up calls, both during and after moves to ensure ongoing customer satisfaction and proactively resolve any complaintsCalmly and professionally handles displeased customers and provides timely feedback to management regarding customer concernsMay assist management with scheduling and tracking of movers and drivers in accordance with move requirementsMay prepare various reports for management as well as gather research and statisticsMay prepare proposals, letters, mass mailings, and other miscellaneous correspondenceThis is a part time position. Weekday and weekend shifts are available. Employees will be allowed to choose hours and days they prefer to work. Available hours range from 10am – 9pm.Other customer service-related activities, as deemed appropriate by the Customer Service Team Lead Education/Experience:High school diploma or general education degree (GED) is required.  Associates degree in related field preferredA minimum of six months to one year of customer service and/or office experience is required;  Outside or inbound sales and/or TWO MEN AND A TRUCK® or moving industry experience is preferred   Skills/Knowledge/Abilities (SKA) Required:Excellent customer service skills (friendly, courteous and helpful)Effective listening and communication skillsGood grammar, voice and dictionGood organizational and time management skillsAbility to analyze and solve problems effectivelyAccurate; consistent attention to detailDemonstrated understanding and application of effective selling strategies and techniquesConfidence to initiate customer contact, and comfortable asking for the saleStrong team player who works productively with a wide range of people and personalitiesComfortable in a fast-paced environment; able to adapt quickly to changing prioritiesBasic computer and keyboarding skillsAble to perform basic business mathAble to present a professional image at all times to customers and vendorsDemonstrated integrity, ethical standards, and commitment to TWO MEN AND A TRUCK® Core ValuesBilingual is a plus Working Conditions:Work is generally performed in an office setting with no unusual hazards.  Travel is minimal, but may be required for training purposes.