Customer Service Representative

Hudson, OH

At Leaf Home Solutions people are at the heart of everything we do, and we’ve crafted a team of the very best to ensure we make a difference… both to the homeowners we support and the staff that’s at the heart of it all. We are driven by the hard-working and creative individuals that are passionate about their careers and what they do. Our award-winning product offerings include LeafFilter Gutter Protection, Leaf Home Safety Solutions, Leaf Home Water Solutions, and Leaf Home Enhancements which all provide ample opportunity to be part of a winning team. Our Call Center Representatives are the foundation of our winning team. Read more below to find out why Leaf wants to be YOUR company.

What’s in it for me?

Training Completion Bonus – Earn up to $1,000 for completing our training program…seriously $1,000…on top of your normal hourly rate during training
Weekly Pay – Every Friday is FriYAY with payroll and earned bonuses being direct deposited weekly! Our top performers earn $18+ per hour with bonuses!!!
No Cold Calling – Enjoy warm leads where the customer asked US to contact THEM!
Free Benefits – Heath, Dental, and Vision are FREE for employees! Our company paid plans also offer low co-pays and low deductible too! Gym reimbursement is also included!
Flexible Schedules – We offer day shifts with weekends off, and evening shifts with at least one weekend day off! Part time shifts are also available.
Business Casual – Our dress code is business casual…and you can wear jeans!
Assigned Workstations – We don’t share cubicles; employees enjoy personalized work spaces. We love family photos and pics of your pets!
Advancement – Growth equals more opportunity for all employees – our leadership team is developed from within!

Position Summary:

Inbound & Digital Call Center Representatives are responsible for speaking with potential customers regarding their product needs and scheduling the customer for a sales consultation. Customer leads are generated through multiple lead generation channels including, but not limited to, event marketing, digital ads, radio, and television.

Essential Duties and Responsibilities:

Answer inbound calls received through multiple lead generation channels in a prompt and professional fashion
Initiate outbound calls for digital advertisement sales leads generated
Serve as initial point of contact for potential customer via phone and email
Review information provided by customer to confirm accuracy, determine availability for in-home sales consultation
Document and update customer interaction within customer relationship management (CRM) system
Overcome objections from potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible
De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution
Exceed customer service expectations by providing an outstanding experience to every potential customer
Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
Promote teamwork through consistency, reliability and group cohesiveness
Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

High School Diploma or equivalent.
Previous experience in a dynamic call center or customer service role
Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball”.
Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality.
Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.
Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.
Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customer’s needs at the forefront of every interaction.
Ability to communicate effectively, to recognize, understand, and manage one’s own emotions as well as others, and foster positive working relationships across all levels of the organization.
Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for one’s own actions, performance, and decisions.
Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Leaf Home Solutions Core Values

Our vision is to be the leading innovator of direct-to-consumer home safety and improvement solutions. To accomplish this goal, we look for the following qualities and values in our employees:

TNT - Today, Not Tomorrow. By being cognizant of the present, attacking problems, and presenting ground-breaking solutions today, our team strives toward a better tomorrow.
Teamwork - To present the very best home solutions on the market, our culture revolves around teamwork. Individual success is important to the Leaf team, but the way the team works together to deliver excellence is at the heart of the company’s success.
Ingenuity - Ingenuity and innovation are the factors that drive success for any brand, whether it’s exploring a new product market or connecting consumers with something familiar. These are valuable qualities that we strive to exemplify at Leaf.
Compassion - Home is where the heart is, and we understand and celebrate that. We strive to make each renovation or home upgrade stress-free and friendly, and we provide the best end-to-end service to inspire confidence in homeowners. Are we your company?

Diversity and Inclusion Statement

Leaf Home Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement

Leaf Home Solutions will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).