Customer Service Representative
What we do :
Motili’s technology platform allows property managers, owners, and investors to easily manage their repair and replacement jobs. This unique system handles all aspects of the job, from scheduling service to ordering equipment—and it even covers invoicing—making Motili the single point of contact for all property maintenance and equipment replacement. Motili also helps property managers make better decisions using the data it collects about a client’s portfolio of properties and assets, and saves money on jobs by leveraging relationships with manufacturers and skilled contractors.
A Customer Service Representative (CSR) may be among a customer’s first contacts with Motili. CSRs providing fast, friendly, and accurate information for customers and others has a lasting effect. For this reason – Motili CSRs work directly with technicians and home warranty companies providing information about Company products, services, and features and assists with quotations, processing orders, and respond to customer complaints. Motili CSRs are expected to provide great customer service using fast, friendly, and accurate information while taking phone calls, processing chat requests, general service requests, and processing orders and quotes for services. When presented with a complaint, a CSR’s professionalism and use of issue resolving and de-escalation techniques can effectively resolve many issues to the mutual benefit of both the customer and the Company.
Provide fast, friendly and accurate information and assistance – for customers and other team members.
Maintain professionalism and exhibit patience at all times to ensure customer expectations are met.
Interact politely and effectively with customers, fellow employees, and business partners.
Help co-workers trouble shoot or answer questions when they cannot find answers themselves.
Answering customer support emails, branch questions or requests/taking on responses for our Bangkok team
Educate customers about terminology, features and benefits of products to improve product related sales and customer satisfaction.
Provide accurate information regarding availability of in-stock items, product and delivery information
Process submitted orders, requests for quotations and assign tickets using designated CSR software (Freshdesk) order center.
Recommend alternate products based on cost, availability, or specifications.
Assist with month end clean-up for orders that have not been closed out for billing.
Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
Obtain accurate information from vendors relating to shipment dates and expected date of delivery.
Participate in on-the-job training activities, cross-train other employees on various tasks, and take individualized training – as assigned.
Effectively adhere to policy and procedures in compliance with Company policy and the law.
Maintain clean, professional, and safe work environment; creating an environment that welcomes others.
Adhere to Motili Inc. culture related to respect for the individual, service to our customers and striving for excellence.
Perform other duties as assigned.
Ability to quickly learn about products and services offered
Effective and professional verbal and written communication skills
Excellent customer service background and relationship management skills and negotiation skills
Problem solving, de-escalating and resolving conflicts within a work setting
Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives.
Ability to use good judgement and strong work ethics and integrity on the job
Ability to establish positive working relationships with internal and external customers and employees
Attention to detail and accuracy, effective organizational and time management skills
Strong knowledge of MS Office – Excel, Word, PowerPoint, and Outlook - Email/scheduling, creating, and updating spreadsheets
Experience using Freshdesk software – preferred
High School Diploma or G.E.D – required.
Bachelor's or associate degree, such as Computer Science – preferred.
Telecommunication experience, answering phones and directing calls
1 – 3 years of more in customer service or 1-3 years in inside sales
3 plus years of experience in HVAC/Plumbing and/or Contractor/Building trades - preferred
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
The Company is required by law to follow the President’s Executive Order on Ensuring Adequate COVID-19 Safety Protocols for Federal Contractors. This requires employees to be vaccinated against COVID-19 unless legally entitled to an accommodation.
Education: High School Diploma or Equivalent
External Company Name: Daikin Comfort Technologies
External Company URL: www.daikincomfort.com
Street: 222 Water St