Customer Service Representative Job at Arrow Sewer and Drain LLC in Basking Ridg

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Job Title: Customer Service Representative

Job Summary:

The Customer Service Representative (CSR) is the first point of contact for customers, providing professional and efficient support via phone, web chat, and online inquiries. The CSR is responsible for accurately booking service calls, managing customer profiles, and assisting with daily service operations to ensure a high level of customer satisfaction.

Key Responsibilities:

• Answer and direct all incoming phone calls in a courteous and professional manner
• Book all service calls in ServiceTitan, ensuring accurate details are captured
• Create jobs, generate estimates, and dispatch technicians, including adding relevant job notes
• Properly classify all non-booked calls for tracking and analysis
• Update and maintain customer profiles and job histories in the system
• Merge duplicate customer profiles to maintain accurate records
• Respond promptly to incoming web chats and assist customers in real-time
• Contact and follow up with all website leads in a timely manner
• Transfer calls involving customer complaints to the appropriate personnel or department
• Communicate any schedule changes or delays to customers proactively
• Assist with other related duties and assignments as needed

Qualifications:

• Excellent communication and customer service skills
• Strong organizational skills and attention to detail
• Ability to multitask and manage time effectively
• Familiarity with ServiceTitan or similar CRM/dispatching software is a plus
• Proficiency in professional phone etiquette, basic computer applications, and online communication tools

Location:

• Basking Ridge, NJ (temporary)
• Hillsborough, NJ (future)

Schedule:

• Full-Time: Monday to Friday
• Hours: 8:00 AM – 5:00 PM
• Occasional overtime, as needed

Notice:

• Background check is required.
• Professional references are required.

Pay:

• Hourly rate between $18 to $22, depending on experience.

Benefits (Upon Completion of 3-Month Probationary Period with Satisfactory Performance):

• 401(k) with company matching after 1 year of service
• 10 days of PTO (accrual basis)

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Wholesale Hardware, Plumbing, Heating Equipment

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