Customer Service Representative (CSR)

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

Part-time