Customer Care Agent

👋 I’m Tommy, and I’m the CEO of A1 Garage Door. I’m glad you’re here.

I started the company in 2007, and we have since grown to be the largest residential garage door service company in North America, operating in 40 markets+ across 20 states.

As an A1 Customer Care Agent, you will act as a liaison, provide product/services information, answer questions, schedule service appointments, and work collaboratively to resolve and de-escalate emerging problems that our customers might face with accuracy and efficiency. Must be organized, efficient, persuasive and have practical problem-solving skills. You will be interacting with our customers daily and having patient and respectful behavior is a must as you are representing A1 Garage Door Services.

This position is remote, however you MUST be based in a state where we are operating. (Eligible states are: AL, AZ, CO, DE, FL, GA, ID, IL, IN, IA, KS, ME, MD, MI, MN, MO, NV, NM, NY, NC, OH, OK, OR, PA, SC, TN, UT, WA, WV, WI)

Shifts vary between 5am to 6:30pm AZ time, 5 days/.wk. (Off Sundays).

Training schedule is 8:30am-5:00pm AZ time for the first three weeks.

You Should Apply If:

✔️You are a master of ownership. You see a problem; you solve the problem!

🧑‍🤝‍🧑You like to help people, and your job description is just a guideline

‍☎️You have worked in a call center environment handling high volume of calls

‍‍⚡You move fast, you’re always busy and no task is too small or too big

‍📈 You are self-motivated, and customer focused

You Shouldn’t Apply If:

• You prefer working where there is no one to talk to

• Computer systems/software scare you. We don’t use much paper around here

The Job:

• Manage large amounts of incoming phone calls and internal transfers from other departments

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate, valid, and complete information by using the right methods/tools

• Schedule service appointments as needed

• Address inquiries about repairs and maintenance

• Review and manage billing and invoice inquiries

• Handle customer complaints, provide appropriate solutions and alternatives within established time limits; follow up to ensure resolution

• Keep accurate records of customer interactions and account related information

• Ensure a positive customer experience throughout every interaction

• Uphold all company policies and procedures

Basic Requirements:

• Be nice! I know, we shouldn’t have to say that, but we mean it

• Must be able to train and work in a remote environment

• Availability to work flexible hours between 5:00am and 6:30pm MST, including weekends

• Proven sales and customer support experience or experience as a Client Service Representative

• Strong phone contact handling skills and active listening

• Strong knowledge of computer systems and software, Service Titan CRM a huge plus!

• Customer orientation and ability to adapt/respond to different types of characters

• Ability to multi-task, prioritize, and manage time effectively

• Must be able to type 40 wpm or more  

• Strong written and verbal communication skills

• Ability to pass a pre-employment drug test (not including THC) and criminal background check

• Strong reading comprehension as well as basic math skills are required

• Employment requires current eligibility to legally work in the United States

Required Equipment / Tools:

• High speed internet connection via ethernet cable (no WIFI) 

  • The minimum home internet speed required for this position and for the phone software to function properly are: 150Mbps download / 20Mbps upload

Benefits and other cool stuff:

· Medical, dental, vision, 401K

· Paid Time Off

· Weekly Pay

· Internal Promotion opportunities

· Company swag

(Please note: benefits are not available for part time, temporary or contract roles)