Amber Lyburn

Guided customers through billing procedures, processed payments, and assisted with payment options, ensuring smooth transactions.

• Consulted with customers to identify effective solutions for service and billing issues, improving resolution rates.
• Educated customers on special pricing opportunities and company offerings, enhancing customer understanding and satisfaction.
• Answered 60 + inbound calls per day and directed to designated individuals or departments.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Assessed customer needs and upsold products and services to maximize propane sales.
• Documented conversations with customers to track requests, problems and solutions.

• Communicated sales targets and collaborated with front-line supervisors to implement strategies for revenue enhancement and effective promotions.
• Interviewed, hired and trained new quality-focused customer service representatives.
• Trained new hires on relationship building, sales presentations, sales processes, product knowledge, customer needs analysis and objection handling to improve service quality.
• Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
• Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
• Provided fast, friendly, and knowledgeable service for routine inquiries and complaints, contributing to positive customer experiences.