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Customer Service

NOTE: We are located in Roscoe Village (Chicago IL) and this position requires some weekend and evening on-call responsibilities (on a rotating schedule). Applicants must live within a 10-mile radius of the intersection of Belmont and Damen. (60618)

Overview:

Are you a “fixer”? Do you enjoy improvising to solve problems fast? Are you fastidious and obsessed with detail? Do the challenges of operating the day to day details of a logistics-dependent business excite you? Are you a thinker and a doer?

With dozens of pet care professionals in the field and hundreds of clients spanning neighborhoods from Rogers Park to Pilsen and from Streeterville to Logan Square, it takes that special kind of person to make sure that everyone is where they need to be when they need to be there.

To say our office is a fast-paced environment would be an understatement. To continue to achieve the kind of quality growth we have over the past few years, we need a rock solid, experienced Customer Service professional keeping everything running smoothly. That’s where you come in.

The Customer Service Representative will assist with day to day operations. Duties include, but are not limited to:

  • Responding to scheduling requests via email and telephone
  • Setting appointments in scheduling software
  • Reviewing and addressing billing inquiries
  • Taking basic information from prospective customers
  • Answering or redirecting incoming calls
  • Attending weekday evening and weekend Meet & Greets with prospective clients
  • Miscellaneous office duties

Requirements:

  • Excellent telephone, email, customer service and communication skills
    • You must have a great phone voice and personality, speak clearly and be easy to understand
    • You must be able to sound happy on the phone even when having a rough day
    • You will often have to speak with both clients and field staff about schedule changes and emergency situations and you must be able to inspire confidence even in the face of a crisis
  • Precise data entry skills
    • We handle thousands of appointments every month and the team in the field relies on the information entered into our computer systems about each appointment being 100% accurate in order to do their jobs
    • If you make mistakes, the welfare of the pets whom we are trusted to care for can be put in jeopardy
  • Ability to handle multi-tasking without dropping balls
    • There will be times when you have a client on the phone, another one on hold, and multiple email requests that all have to be handled quickly and accurately
  • Appropriate sense of urgency and prioritization
    • Staying calm under pressure is key
    • We are looking for calm, cool and collected in the face of multiple simultaneous demands for your attention
    • You must have the personality to embrace “drinking from the firehose”, not being frightened by the prospect of information overload
  • Great computer and technology user skills
    • You will need to use more than just email and our Web-based scheduling system
    • You must be able to work in MS Office and Google Apps without having to learn on the job
    • We recommend that you watch these training videos prior to your office interview: http://www.serviceceo.com/training-videos
  • A serious work ethic
    • This is a very important job -- a lot of people will depend on you
    • You will succeed only if you are a truly hard working, dedicated professional
  • Ability to schedule and dispatch a group of remote professionals
    • The staff will rely on you to keep their routes both full and efficient

This is a salaried position. While normal office hours are 9:00am-5:00pm Monday-Friday, you will be part of our on-call rotation for evenings in case of emergencies and participate in a weekend and holiday on-call rotation. Peak demand days require working extended hours as 100% of scheduling requests must be settled each day before closing.

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