Inbound Call Handling & Call Routing
● Answer all incoming calls in a professional, friendly, and polished manner.
● Use a provided decision tree and extension list to:
○ Identify the caller’s needs.
○ Route calls to the correct location, department, or person.
● Take detailed messages when the appropriate contact is unavailable and ensure timely follow-up.
● Manage periods of higher call volume while maintaining a calm, courteous demeanor.
Customer Service & Communication
● Provide basic information to callers based on FAQs, scripts, and reference documents.
● Maintain a high level of customer care in all interactions, representing a premium, high-end brand.
● Escalate complex or unusual issues to designated internal contacts.
Administrative & System Support (Light)
● Capture and update caller information and call details into a CRM or project management system (e.g., BuilderTrend or similar).
● Assist with simple spreadsheets and data entry (e.g., logging calls, tracking basic metrics, updating extension lists).
● Flag any recurring issues, common questions, or process gaps to management for continuous improvement. Process & Documentation
● Follow existing call scripts, decision trees and SOPs precisely.
● Suggest improvements to scripts or workflows where appropriate.
● Keep internal documentation (lists, numbers, notes) accurate and up to date.