Customer Service Representative

Who We Are:

Rocket Lister is the industry leading real estate photography and marketing company in the Phoenix market. We proudly support thousands of real estate professionals with high quality support services, empowering them to achieve greater success.

Thanks to our talented team and proven results, were excited to expand! We seek a Rockstar at providing consistently high quality customer service.

What You'll Do:

• Work Hours - Saturday, Monday, Tuesday 9am-8pm MST, Sunday 8am-7pm MST (Subject to change at Managers discretion)
• Resolve Customer Concerns via email/phone/text for both Rocket Lister and Lister Assister
• Troubleshoot customer concerns
• Assist techs/photogs with on fieldwork, routing, and other issues
• Communicate with the Customer Service Manager and team lead as well as Support staff to clarify any role or job-specific concerns.
• Attend periodic 1:1 and Team Meetings (1x per week)
• Assist Customers to reschedule/schedule/cancel orders
• Inventory Verification (Ask Warehouse Manager for support via #inventory check in Slack channel)
• Ensure problems are effectively communicated to Leads and the affected departments
• Respond to incoming emails within 1 hour of receiving.
• During business hours on weekdays, primary focus is
• 1. Incoming calls
• 2. #admin-support and #posttechs Channels
• 3. Problems queue
• 4. Customer service email inbox and customer SMS message channels
• After business hours, and on Saturday/Sunday, also input, schedule and route all incoming orders, with a goal of sending confirmation within 2 hours of when the order is received
• Check and clear Problems queue periodically (by end of each day)
• Check #admin-support and #posttechs Channels and assist with the problems in a timely manner (respond within 5 minutes of initial message from field tech/photographer); this seat is the primary respondent to these channels
• Is aware and understands how their performance is monitored with KPIs
• Achieve Call QC Scores of at least 70% (Goal for A player is 90%)
• Achieve 35 Productivity Score daily (Weighted average of calls, emails, Problems resolved, SMS, and Support tasks, where Calls count as 1 and all others count as 0.5)
• Strives to perform each week with in mind
• Assist management with miscellaneous tasks
• Handle all customer billing/receipt/invoice/refund requests
• Clear email inbox at the end of the day, daily
• Answer calls within 1 minute of when ringing begins, before it gets to voicemail
• Listen to all voicemails and reply within 1 hour
• Call Answer Rate goal for the Customer Service team is 90% or above

What We're Looking For:

• Excellent at verbal, written and interpersonal communication
• Solution oriented
• Empathetic
• Comfortable in a fast paced environment
• Well organized
• Ready to contribute to a winning team
• 2+ years experience with customer service/ call center

Job Type: Full-time

Salary: $21.00 per hour

Expected hours: 40 45 per week

Benefits:

• Paid time off

Experience level:

• 3 years

Shift:

• 10 hour shift

Work setting:

• Call center
• In-person
• Office

Application Question(s):

• Are you okay with an hourly rate of $21.00?

Experience:

• Customer service representative: 2 years (Required)

Location:

• Tempe, AZ 85281 (Required)

Ability to Commute:

• Tempe, AZ 85281 (Required)

Ability to Relocate:

• Tempe, AZ 85281: Relocate before starting work (Preferred)

Work Location: In person