Customer Service Representative - Rent Sons Inc. dba Surv

At Surv, we unite local communities by providing jobs that act as a “life” pivot point for young adults to springboard into a “full life.” Our team provides affordable, high-quality odd-job services for neighbors & businesses.

About the role: At Surv, we consider our customers more than just customers - they are our neighbors, an integral part of the communities we service. As a Neighbor Success Associate (NSA), you will play a pivotal role in shaping the experiences our neighbors have both before and after a job is started and completed. In this position, you will engage with repeat and new neighbors and become integrated into the community we have within the organizational ecosystem. This isn’t your typical sales position, instead, it's an opportunity to invite members of our community to rediscover the power of servitude and extend the invite to those who have yet to discover the full range of what we offer. 

Responsibilities: It’s an exciting time for the company as we grow to unite local communities together. A key responsibility within the team is remaining adaptable as we grow and change the roles to suit the needs of the company. Functions of NSA’s include:  

1. Handling Neighbor inquiries: Collaborate with the Neighbor Success team to address all inbound inquiries, including calls, text messages, job leads, emails, and chats.

Interact with a diverse range of individuals, from newcomers to long-time Surv enthusiasts

1. Closing job requests with neighbors: Follow up on estimates and review job pricing.

Facilitate the closing of job requests, including securing deposits when necessary.

1. Coordinating logistics: Scheduling jobs, communicating with workers, renting equipment
2. Selling memberships: Capitalize on the positive experiences Neighbors have with Surv to sell memberships.

Contribute to building lasting relationships by showcasing the value Surv brings. 

1. Solving customer challenges: Demonstrate strong relational skills and a bias for action in resolving challenges or questions that Neighbors may encounter.

Proactively address any issues to ensure prompt resolution and customer satisfaction.

1. Post-job follow-ups: Conduct post-job follow-up calls to Neighbors, ensuring satisfaction with completed jobs.

Use the opportunity to answer questions, identify potential referrals, discuss future service needs, and introduce them to our Surv membership.

Things we are looking for:

• Excellent interpersonal and communication skills
• Adaptable and ability to be flexible 
• Willingness to continually learn and grow 
• Comfortability being on the phone all day
• Problem-solving skills and energy
• A love for making Neighbors happy!

How you’ll be supported:

• Neighbor Success Director - Responsible for helping you succeed in your role
• General Manager - Provides support and feedback to the team 
• Field Leads - Key leaders amongst field staff team are available to help resolve operation challenges, scheduling questions, performing estimates and job-site expertise 
• Neighbor Success Team - Working with other Neighbor Success Associates to tag team workload

Requirements:

• Must be willing to undergo a background check and legally able to work in the US
• Must have a smartphone and laptop

Start Date: 4 week onboarding commences April 1, 2024

• Week 1: Onboarding as a “Local” (field worker); get to know company culture and the field staff experience
• Week 2: Office training - Communications Skills, scheduling & quoting, learning job types & memberships, policies, handling challenges and understanding logistics (Tu-Fr ~ 32 hours) 
• Week 3: Supervised integration and refinement (40 hours) 
• Week 4: Probationary Period (40 hours) 

Offer:

• Location: Hybrid, In-office some days (Providence & Newport locations) 
• Hourly Compensation: $17-22/hour based on experience 
• Commission bonus structure 
• Hours: Part-Time or Full-Time

Why join Surv?

The habits we teach will change your life. We seek to teach and encourage our team to be the best in how they act, what they pursue, the ways they think, and in whatever tasks they undertake. We are always looking to promote from within and grow our team’s talent. We hope you’ll consider applying and joining us as we unite communities!

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