Customer Service Representative

Zoft Clean, a US cleaning company is seeking an experienced customer service rep for our remote operations. The Customer Service Representative will be responsible for handling inbound calls from customers, addressing inquiries about cleaning services, scheduling appointments, managing customer concerns, and ensuring a positive experience by providing clear information about pricing, service options, and company policies, while also potentially coordinating with cleaning crews to ensure smooth service delivery.

KEY RESPONSIBILITIES:
• Answering incoming calls:
Professionally greeting customers and identifying their needs.
• Scheduling appointments:
Taking detailed information about cleaning requirements, preferred dates and times, and accurately scheduling cleaning services.
• Providing service information:
Explaining available cleaning packages, pricing structures, and any additional services offered.
• Handling customer inquiries:
Answering questions about cleaning procedures, special requests, and potential concerns.
• Resolving complaints:
Addressing customer issues regarding cleaning quality, scheduling conflicts, or billing discrepancies in a timely and professional manner.
• Updating customer records:
Maintaining accurate customer information in the company database.
• Dispatching cleaning crews:
Communicating customer details and cleaning schedules to the appropriate cleaning teams.
• Following up with customers:
Contacting clients after service completion to ensure satisfaction and address any potential issues.
• Sales support:
Potentially assisting with upselling additional services or packages when appropriate.
Required skills:
• Excellent communication skills:
Ability to clearly explain information, actively listen to customer concerns, and maintain a professional demeanor.
• Strong customer service ethic:
Commitment to providing a positive and helpful experience for every customer interaction.
• Organizational skills:
Efficiently managing appointment scheduling and customer details.
• Problem-solving abilities:
Identifying customer issues and finding solutions to resolve complaints effectively.
• Computer proficiency:
Familiarity with scheduling software and customer relationship management (CRM) systems.
Potential titles for this role may include:
Customer Service Representative, Cleaning Service Dispatcher, Customer Support Specialist, and Phone Representative

SKILLS AND QUALIFICATIONS

• Prior experience in a customer-facing role preferred.
• Strong verbal and written communication skills.
• Problem-solving abilities with a detail-oriented mindset.
• Ability to multitask and handle high-pressure situations calmly.
• Basic computer proficiency and familiarity with CRM or ticketing systems is a plus.
• High school diploma or GED required; additional education or training is a bonus.