Job Description
Job Description
Job Summary:
We seek a friendly, organized, and dependable Customer Service Representative to be our customers' first point of contact, assisting customers with their service needs, and scheduling appointments efficiently and professionally.
Key Responsibilities:
- Answer incoming customer phone calls in a courteous and timely manner
- Listen to customer concerns and needs, and gather essential information for service calls
- Schedule service appointments and dispatch technicians using our scheduling software
- Communicate clearly with customers regarding appointment times, technician availability, and service expectations
- Maintain accurate records of customer interactions and service history
- Handle basic customer complaints or route them appropriately to management
- Excellent written and verbal communication skills
- Build strong customer rapport to create a culture and expectation of trust and reliability
- Follow up with customers when needed to ensure their needs are being met
- Follow communication procedures, guidelines, and policies
- Work effectively with other departments to ensure customer satisfaction
- Identify opportunities to recommend additional products or services
Qualifications:
- Proven customer service experience
- Exceptional customer service skills, including active listening and a professional phone voice and persona
- Ability to communicate clearly and effectively, both verbally and in writing
- Ability to work in a fast-paced environment
- Ability to multitask, prioritize, and manage time effectively
- Ability to build rapport and establish positive relationships with customers and employees
- Manage a high volume of inquiries and maintain composure in stressful situations
- Ability to accurately record, process customer information, and pay attention to details
- Familiarity with CRM systems and practices
- Expertise in conflict resolution
Preferred Skills:
- 10+ years in customer service or customer-facing roles
- CRM Service Titan knowledge is a plus
- Microsoft Office 365 (Word, Excel, PowerPoint, Outlook)
Physical Requirements:
- This position is on the second floor, accessible by the stairs
- Occasional lifting of objects weighing 10 pounds or less
Part-Time Benefits:
- Competitive hourly wage.
- Opportunities for advancement and wage increases based on performance.
- Commission for membership sales (preventative maintenance contracts)
- On-the-job training and support
- Earned Sick Leave