Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Jennifer Schmidt

Damascus,MD

Summary

Dynamic customer service professional with extensive experience at Capital Hot Tubs & Saunas, adept at resolving conflicts and enhancing customer loyalty. Skilled in data entry and active listening, I have successfully coached new hires and contributed to sales growth through effective upselling strategies. Committed to delivering exceptional service and fostering strong client relationships.

Overview

22
22
years of professional experience

Work History

Customer Service Representative

Capital Hot Tubs & Saunas
10.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained annual maintenance contracts
  • Receive incoming purchase orders
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Installation Coordinator

Presidential Heating & Air
10.2022 - 10.2023
  • Utilized Service Titan to maintain and update customer information, repair logs and inventory.
  • Participated in educational opportunities, maintaining working knowledge of company network and reading technical publications.
  • Scheduled periodic maintenance inspections as stated by contract or customer.
  • Streamlined communication between clients and technicians by implementing a centralized information system that improved response times for inquiries or requests.
  • Collaborated with sales representatives to ensure accurate project scope, resulting in smooth installations and satisfied clients.

Customer Service Representative

O'Connor Plumbing & Heating & Cooling
05.2018 - 01.2021
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Investigated and resolved customer inquiries and complaints quickly.

Administrative Assistant

Contemporary Watercrafters
03.2011 - 10.2017
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Maintained inventory of office supplies and placed orders.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Assistant Director

Bar-T Kids Club
06.2003 - 04.2011
  • Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
  • Oversaw the recruitment, hiring, and onboarding process for new educators to maintain a high-quality teaching staff.
  • Implemented effective conflict resolution strategies for resolving issues among faculty members or between students.
  • Mentored new teachers through observation, feedback, and professional development opportunities.
  • Assisted the Director in developing innovative programs to improve students'' academic performance and retention rate.
  • Increased student engagement by incorporating real-life examples and hands-on activities in lesson plans.
  • Consulted with parents to build and maintain positive support networks and support continuing education strategies.

Education

General Studies

Poolesville High School
Poolesville, MD
06-2005

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Microsoft Excel
  • Payment processing
  • Microsoft outlook
  • Scheduling
  • Appointment scheduling
  • Multi-line phone talent

Timeline

Customer Service Representative

Capital Hot Tubs & Saunas
10.2023 - Current

Installation Coordinator

Presidential Heating & Air
10.2022 - 10.2023

Customer Service Representative

O'Connor Plumbing & Heating & Cooling
05.2018 - 01.2021

Administrative Assistant

Contemporary Watercrafters
03.2011 - 10.2017

Assistant Director

Bar-T Kids Club
06.2003 - 04.2011

General Studies

Poolesville High School

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Jennifer Schmidt