Customer Service Representative

TWO MEN AND A TRUCK

Ottawa, ON

Number of positions available : 1
Salary To be discussed
Published on March 25th, 2024
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Starting date : 1 position to fill as soon as possible

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Description

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.