Job Description
Customer Service Representative (CSR) - High Volume Call Center - Full Time!
JOIN OUR BUSY TEAM! Russo Bros & Co - A member of the Len the Plumber Heating and Air Family of Companies!
We are currently searching for a highly talented Customer Service Representative in New Jersey! Are you someone that provides service with a smile? Do you enjoy working with people and building rapport? Are you looking for a career with a growing company with many advancement opportunities?
Then come join our team! Bi-LINGUAL a PLUS
Russo Bros & Co - A member of the Len the Plumber Heating and Air Family of Companies is looking for friendly and enthusiastic Customer Service Representatives (CSR) to convert incoming service requests into booked appointments for field technicians. This position is the first line of communication for existing and new customers and serves a key role in establishing and building customer relationships and providing a positive impression of the company and the services provided. This full-time position requires schedule flexibility and includes some pre-scheduled night and weekend shift work.
Essential Job Functions:
Quickly and efficiently answer and handle high-volume customer calls each shift
Conveys a positive impression of the company while establishing and building long-term customer relationships
Answers all calls with a sense of urgency while providing superior customer service at all times
Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
Successfully converts customer requests (calls and internet) for service into booked appointments that meet or exceed the customer’s expectations
Correctly addresses customer needs by quickly identifying the best path to resolution, and taking action
Capture and distribute customer concerns to the appropriate service team(s).
Accurately collects and enters all necessary customer information into the day service database
Contributes to the department and company's success by meeting and exceeding all performance objectives
Maintains performance proficiency by staying current on all updates and process changes
Proactively identify areas for process change to improve customer-handling procedures
Work cross-functionally with dispatchers and other departments to ensure the customer is satisfied
Qualifications:
A positive, friendly, and helpful demeanor
Self-starter with a strong self-accountability mindset in achieving set individual and team goals
Superior communication (oral, written, and over the phone)
A self-starter who will thrive working independently and on a team
Good listener, empathetic, and customer focused
Problem-solving with the ability to prioritize
Organized
Ability to multi-task with attention to detail
Proficiency with computers, especially Microsoft Office software
Sales experience a plus
Experience/Education:
High School Diploma or equivalent required, associates and college degrees preferred.
Compensation:
Based on experience
Benefits:
Competitive Dental, Vision, and Healthcare Plans
401(k) matching
Short-Term and Long-Term Disability
Life Insurance
PTO
Paid Holidays
Employee Assistance Program (EAP)
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
EOE
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