Job Description

Call Center Sales and Customer Support Agent Role Description:

Who is Grill Hero?

What began as a small summer venture has grown into North America's trusted brand to offer 360-degree grill services. In doing so, Grill Hero enhances their community's ability to have a safe & enjoyable place to create memories and experiences with their friends and families. We are committed to fostering an inclusive, equitable, and barrier-free workplace that celebrates diversity.

The Hero Mission

Our mission is to enhance barbecue health, safety, and performance, helping grillers make the most of every grilling experience.

Thrive

HERO Values

HONESTY EMPATHY RELIABILITY OPENNESS 

These values guide our decision-making and have allowed us to build a business based on trust, accountability to results, commitment to improvement, and our focus on Winning Together!

Day in the Life

As a Call Center Agent at Grill Hero, you will be the first point of contact for our customers, managing inquiries, setting/rescheduling appointments, and ensuring a seamless experience. You'll play a crucial role in upselling services and promoting memberships. This position is perfect for those with strong written and verbal communication skills, a passion for customer service, and the drive to exceed sales targets in a fast-paced environment.

Live
What We Expect:

Core Responsibilities

• Quote Management: Email and text quotes to customers promptly. Conduct email follow-ups on sent quotes.
• Customer Support: Respond to complaints and inquiries professionally and empathetically via email. Resolve customer questions or escalate issues as necessary.
• Database and Case Management: Update and maintain accurate customer information in the system. Create cases for escalations or detailed follow-ups.
• Scheduling: Reschedule appointments as needed based on customer requests. Manage inbound customer service calls related to scheduling or inquiries.
• Inbound and Outbound Calling: Handle incoming calls from potential and current customers. Conduct outbound calls to follow up on leads and generate sales.
• Voicemail Management: Check, respond to, and manage voicemails promptly.
• Follow-Up Calls: Proactively reach out to customers for follow-ups, ensuring leads are converted into sales.
• Customer Engagement: Build rapport with customers to drive satisfaction and loyalty. Identify opportunities to upsell or cross-sell products and services.

You're Great At:

• Team-player: Thrives in a collaborative team environment, contributing positively to group success.
• Detail-oriented: Ensures accuracy in handling quotes, updating data, and processing requests.
• Organized: Manages multiple tasks and priorities efficiently.
• Customer-focused: Shows empathy and professionalism in resolving customer issues or complaints.
• Strong Written Communicator: Crafts clear and professional emails and texts.
• Tech-Savvy: Proficient with CRM systems, scheduling tools, and other software used for managing workflows.
• Persuasive and Confident: Ability to sell products/services and influence decisions.
• Outgoing and Personable: Builds strong customer relationships.
• Target-Oriented: Thrives under sales quotas and KPI-driven environments.
• Excellent Communication Skills: Strong verbal communication skills that convey professionalism and enthusiasm.
• Problem-Solving Ability: Quickly resolves customer objections or issues to close sales.
• Adaptable: Demonstrates adaptability and resourcefulness when navigating ambiguous situations or unexpected challenges.

Qualifications:

• 1+ year of experience in customer service, sales, or a call center environment.
• Strong verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• High attention to detail to ensure accuracy in data entry and case management.
• Ability to upsell and close sales effectively.
• Comfortable handling inbound and outbound calls in a high-volume environment.
• Quick thinking and ability to handle objections with professionalism
• Proficiency with CRM systems and administrative tools.

Benefits:

• Performance-based incentives
• Opportunities for career growth
• Be part of a company with an outstanding culture that values teamwork, respect, and a positive work environment, making every day enjoyable and rewarding.

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