Source : JobIllico
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two men and a truck

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Customer Service Representative

Reference number: 
910218302
Publication date: 
March 28 2024 
Main functions: 
The customer service representative 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 Responsibilities
  • Acts as the first point of contact for new and existing customers to establish a rapport and build confidence in TWO MEN AND A TRUCK services
  • Asks open-ended, probing questions to determine customer requirements and expectations
  • Directly and accurately inputs information in to "Movers Who Care®" software to estimate cost for customers, as well as scheduling needs for movers, drivers and trucks
  • Makes 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 specifications
  • Educates customer on terminology, policies and procedures, anticipated delays and any additional information needed to increase customer satisfaction and improve profitability
  • Complies with federal, provincial, and local legal requirements when scheduling moving services and staff
  • Continually 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 objections
  • Prepares all move-related paperwork and documents on a daily basis
  • Obtains customer feedback through regular follow-up calls, both during and after moves to ensure ongoing customer satisfaction and proactively resolve any complaints
  • Calmly and professionally handles displeased customers and provides timely feedback to management regarding customer concerns
  • May assist management with scheduling and tracking of movers and drivers in accordance with move requirements
  • May prepare various reports for management as well as gather research and statistics
  • May prepare proposals, letters, mass mailings, and other miscellaneous correspondence
  • May participate in various marketing activities including networking, direct mail and charitable move coordination
  • Ensures display area is maintained in a clean and professional manner; i.e. brochure stocks and box displays
  • All other duties as assigned
Job Requirements
Because moving is stressful, we seek candidates with a commitment to customer service and an appreciation for variety in your job!
  • High school diploma or post graduate is preferred.
  • A 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
  • Excellent customer service skills (friendly, courteous and helpful)
  • Effective listening and communication skills
  • Good grammar, voice and diction
  • Good organizational and time management skills
  • Ability to analyze and solve problems effectively
  • Accurate; consistent attention to detail
  • Demonstrated understanding and application of effective selling strategies and techniques
  • Confidence to initiate customer contact, and comfortable asking for the sale
  • Strong team player who works productively with a wide range of people and personalities
  • Comfortable in a fast-paced environment; able to adapt quickly to changing priorities
  • Basic computer and keyboarding skills
  • Able to perform basic business math
  • Able to present a professional image at all times to customers and vendors
  • Demonstrated integrity, ethical standards, and commitment to TWO MEN AND A TRUCK Core Values
  • Bilingual is a plus
This job posting is for a position at the individually owned and operated TWO MEN AND A TRUCK® franchise located in Ottawa, Ontario. The employer at this location is Mattyl Inc.
Salary: 
to be discussed
Requirements
Education
Diploma: 
None
Working experience
Minimum experience required: 
None
Work place
Ottawa , ON