Customer Service Representative (CSR)

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
• Gathering customer information to enter into our CSM (Customer Service Management ) software
• 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
• Offer and upsell membership plans to our customers (sales)

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