Job Description

Customer Service Representative

Guinco Service was founded by Jeff Guinn in 1997. They are a family-owned and operated business that started out in a garage with Jeff as the sole technician. Over the years, our family has grown to over 100+ employees.

Guinco is a Whirlpool Service Provider. Nationally recognized as an elite servicer, they are exclusive to the Whirlpool family of brands. All of their service technicians are factory-trained to provide the highest quality service for our customers. All staff members attend classes and seminars on a regular basis to stay current and knowledgeable in order to provide the best service experience possible.

At Guinco, the ultimate goal is to build quality customer relationships through satisfaction and loyalty. Their friendly customer service and knowledge are one of a kind and include both a professional and a personal touch. Guinco prides themselves on old-fashioned, hands-on customer service methods and value the fact that the majority of their service calls come directly from customer referrals. They will always try their best to go above and beyond each customer's expectations.

Responsibilities

• Answer incoming phone calls, establish rapport, and build confidence in Guinco Service.
  
• Make outgoing phone calls to provide customers with needed information.
  
• Ask open-ended, probing questions to determine customer needs and expectations.
  
• Manage customer expectations by communicating delays and any additional information needed.
  
• Respond to incoming email requests for different customer inquiries.
  
• Proactively resolve customer issues in a timely and professional manner.
  
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
  
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  
• Enhances the organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  

Requirements

• Strong phone contact handling skills and active listening.
  
• Ability to stay calm when customers are stressed or upset.
  
• Comfortable using computers.
  
• Experience working with customer support.
  
• Customer orientation and ability to adapt/respond to different types of characters
  
• Excellent communication and presentation skills
  
• Ability to multi-task, prioritize, and manage time effectively
  
• High emotional intelligence
  
• Problem-solving skills
  
• High school diploma, general education degree, or equivalent.
  

Benefits

Why Work for Guinco Service?

• Hear from our employees!  Click Here
  

At Guinco, we provide competitive pay, based on experience and ongoing training in a collaborative, supportive, and team-oriented setting. In the Customer Service Representative role, you will enjoy working independently as a representative of a leading retailer and in-home service provider.

• Exceptional Benefits Offered
  • Full benefits package
    
  • Health insurance (50% paid by the company for employees)
    
  • Dental insurance (50% paid by the company for employees)
    
  • Vision insurance (50% paid by the company for employees)
    
  • Health Savings Account (HSA) (company contributions)
    
  • Company Paid Life Insurance
    
  • Paid Time Off
    
  • Holiday pay
    
  • Bereavement Leave
    
  • Maternity/Paternity Leave
    
  • 401k with company match
    

  • Long Term Disability (100% paid by the company)
    

Additional Info:

• We are paperless and all service orders and data are done electronically.
  
• CSR must be able to work from the office during normal business hours. 
  

**Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Details of participation in these benefits plans will be provided if an employee receives an offer of employment.

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