Customer Service Representative

Job Description

Job DescriptionDescription:

At Hoover, we’re more than just a home services company – we’re a community. Where we are proud to be a trusted local business that’s rapidly growing; thanks to our commitment to quality work, exceptional employee satisfaction, ongoing support and training we offer our team.

As a Customer Service Representative, you will serve as the first point of contact for our customers, playing a crucial role in delivering an outstanding customer experience. You’ll be responsible for managing inbound and outbound communications, maintaining accurate customer records, and supporting internal operations—all while ensuring a positive and professional experience for every caller.

At Hoover – where we take care of our employees like family and deliver the quality our community depends on. You get more than just a paycheck you get the chance to take your career to the next level.

What We Offer:

• Competitive Pay – $15 – 20 DOE
• Comprehensive Benefits Package:
• Medical, Dental, and Vision Insurance
• Prescription Drug Benefits
• Employee Assistance Program (EAP)
• Company-Matched 401(k) Retirement Plan
• Short-Term and Long-Term Disability Coverage
• Paid Time Off and Vacation
• 6 Paid Holidays
• Biweekly Pay
• Life Insurance
• NB Fitness Discount
• Consistent Weekly Work Schedule: M- F and some Saturdays
• Ongoing Weekly Training – Enhance your skills both technically and professionally

What needs to be accomplished:

• Answer all inbound calls using company-approved scripts, policies, and service protocols.
• Accurately capture and maintain customer records in company software.
• Promptly review and respond to:
• Voicemails
• Marketing channel leads and inquiries
• Emails in the company inbox
• Notify dispatch immediately of any canceled appointments.
• Meet the CSR Key Tracking Indicators (KTI) daily and submit weekly updates to your supervisor.
• Make outbound calls to maintenance plan (VIP) members as assigned.
• Handle customer concerns and complaints with empathy and professionalism, escalating to supervisors when necessary.
• Ensure all forms and documentation are complete, accurate, and submitted on time:
• Forms must be fully completed and signed
• Payments collected and processed according to policy

What success looks like:

• 30–60 incoming calls answered per day
• Maintain at least 85% booking efficiency
• Schedule 10 VIP prepaid maintenance visits per month
• Foster positive homeowner relationships by being respectful, professional, and reliable on every call.

Traits that we Admire:

• Accountable: Positive and reliable with a strong work ethic
• Professional: Excellent communication and customer service skills
• Coachable: Team-oriented, humble, high energy, with a willingness to learn
• Integrity: Commitment to quality workmanship
• Organized: Keep work areas and company vehicle, clean, organized and well maintained.
• Technical Expert: Strong diagnostic and problem-solving skills
• Entrepreneurial: Willing to ask for the business and commitment to doing the job right the first time

Requirements:

• 1–2 years of experience in a call center or customer-facing administrative role
• Excellent verbal and written communication skills
• Attention to detail and organizational skills
• Proficient in Microsoft Office and/or CRM software a plus
• Ability to multitask and remain calm under pressure
• Customer-first mindset with a proactive, solution-oriented approach