接待员及客户服务助理
Receptionist & Customer Support Assistant
职位描述
一家在多个美国州设有门店的快速发展的高端门窗零售商正在寻找一位可靠、专业的远程接待员兼客户服务助理。您将是所有来电的第一联系人，使用现有的决策树和分机列表将来电者转接到正确的地点或部门。随着时间推移，您可能还需要协助一些轻量级的行政任务，例如基础的数据录入和更新CRM中的记录。该职位将属于一个小规模的远程接待员团队，以提供覆盖美国不同时区的广泛工作日服务。
主要职责
来电处理与呼叫路由
● 以专业、友好且得体的方式接听所有来电。
● 使用提供的决策树和分机列表：
○ 识别来电者的需求。
○ 将电话转接至正确的地点、部门或人员。
● 当合适的联系人无法接听时，详细记录留言并确保及时跟进。
● 在高来电量时段保持冷静、礼貌的态度。
客户服务与沟通
● 根据FAQ、脚本和参考文件向来电者提供基本信息。
● 在所有互动中保持高水平的客户服务，代表一个高端品牌。
● 将复杂或异常的问题升级至指定的内部联系人。
行政与系统支持（轻量级）
● 将来电者信息和通话详情录入CRM或项目管理系统（如BuilderTrend或其他类似系统）。
● 协助简单的电子表格和数据录入（如记录通话、跟踪基本指标、更新分机列表）。
● 向管理层报告重复性问题、常见问题或流程缺口，以实现持续改进。
流程与文档
● 严格遵循现有的通话脚本、决策树和标准操作流程。
● 在适当的时候对脚本或工作流程提出改进建议。
● 保持内部文档（列表、号码、笔记）的准确性和时效性。
您应熟悉以下工具和系统：
● 基于云的电话/VoIP系统。
● 基础办公工具：Google Workspace 或 Microsoft Office（尤其是邮件、日历和电子表格）。
● CRM或客户管理系统（任何CRM经验都有帮助）。
加分项：
● 具有BuilderTrend或其他建筑/家居改善类CRM的经验。
● 具有处理多个地点或分支机构电话的经验。
理想的候选人背景
● 3年以上接待员、客服中心或相关工作经验。
查看英文原文
About the Role
A fast-growing, high-end window and door retailer with multiple locations across several US states is looking for a reliable, professional Remote Receptionist & Customer Support Assistant. You will be the first point of contact for all inbound calls, using an existing decision tree and extension list to route callers to the correct location or department. Over time, you may also support light administrative tasks such as basic data entry and updating records in a CRM. This role will be part of a small remote receptionist team to provide broad weekday coverage across US time zones.
Key Responsibilities
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.
Tools & Systems You should be comfortable with:
● Cloud-based phone/VoIP systems.
● Basic office tools: Google Workspace or Microsoft Office (especially email, calendar, and spreadsheets).
● CRM or customer management platforms (experience with any CRM is helpful).
Nice-to-have:
● Experience with BuilderTrend or other construction / home-improvement CRMs.
● Experience handling calls across multiple locations or branches.
Ideal Candidate Profile
● 3+ years experience in a receptionist, call center, front desk, or customer service role.
● Excellent spoken English with a clear, easy-to-understand accent.
● Confident and professional phone presence; comfortable answering calls for most of the shift.
● Strong listening skills and ability to quickly understand caller needs and follow structured logic (decision tree).
● High attention to detail when taking messages, logging information, and routing calls.
● Tech-savvy and quick to learn new systems, tools, and processes.
● Reliable, punctual, and comfortable working US business hours.
● Experience working with US-based companies is a plus.
Work Schedule
● Coverage Window:
- Tuesday-Friday 12 noon-8 pm Eastern time
- Saturday 8-5 Eastern time
Why Join Assist World?
100% REMOTE
$50 birthday bonus
$200 testimonial bonus
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