Customer Service Representative

Inbound Customer Service Representative

Pay: $19.00 - $26.00 per hour

Job Type: Full Time

Expected hours: No less than 40 per week

Job Overview
We are seeking a dedicated and enthusiastic Inbound Customer Service Representative to join our team. This role is essential in providing exceptional service to our customers by addressing inquiries, resolving issues, and ensuring a positive experience. The ideal candidate will possess strong communication skills and the ability to analyze customer needs effectively.

Qualified candidates should have extensive experience in service-oriented businesses (Septic, Sewer, Plumbing, HVAC Industry). Our ideal candidate must be a self-starter who interacts well with both customers and co-workers every day, is positive-minded, reliable, honest, customer-centric, enjoys the challenges of the service industry, and is passionate about providing the best experience for our customers in every interaction.

Duties

• Respond promptly to inbound customer inquiries via phone, email, or chat.
• Possess broad industry knowledge for addressing various issues with our products and services.
• Utilize phone etiquette to maintain professionalism while assisting customers.
• Analyze customer requests and provide accurate information or solutions.
• Type and document customer interactions in our database for record-keeping.
• Perform data entry tasks efficiently to ensure all customer information is up to date.
• Meet service response time goals
• Meets close rate goals daily
• Engage in outbound calling when necessary to follow up on customer issues or feedback.
• Communicate effectively with customers, demonstrating empathy and understanding.
• Assist in sales efforts by promoting relevant products or services during interactions.
• Multilingual candidates are encouraged to apply, as this will enhance our service capabilities.

Requirements

• 5 Years of Relevant Experience in a fast-paced, high-volume call center in the following industries: Septic, Sewer, Plumbing, HVAC, or Similar
• 5 Years of Relevant Experience in the Septic, Sewer, Plumbing, and/or HVAC Industry
• Experience utilizing a computer-based dispatch program (Service Titan experience is highly preferred)
• Strong phone etiquette and communication skills are essential.
• Ability to analyze situations and provide effective solutions quickly.
• Proficient typing skills for data entry tasks.
• Familiarity with sales techniques is advantageous.
• Must be detail-oriented and able to manage multiple tasks simultaneously.
• Well organized
• Detail oriented
• Strong Multi-tasking skills
• Self-motivated - not always under direct supervision
• Be able to work independently and within a team
• Strong work ethic without the need to be fully supervised
• Team player
• Proven ability to provide exceptional world-class customer service
• Above average written and oral communication skills to interact with customers, vendors, and internal team members
• Must be willing to work on call hours (rotation)

Preferred

• Service Titan Experience
• Multilingual abilities are highly desirable, enabling effective communication with diverse customers.

Tasks

• Receive incoming calls & make outbound calls
• Provide sales support and accurate product and service information
• Successfully book service calls
• Complete data entry via dispatch system Service Titan
• Accurate data entry of service calls and related information
• Accurately determine charges for services requested, collect deposits or payments, or arrange for billing
• Perform other duties as needed which may include cross-training in related positions

Benefits Package Includes:

• Company Paid Medical for Employees ($20.00 bi-weekly employee contribution)
• Dental Insurance Supplemental Available (After 3 months)
• Vision Insurance Supplemental Available (After 3 months)
• Company Paid $25,000 Life Insurance
• Supplemental Life Insurance Principal Colonial
• 401K - 4% Company Match
• Annual PTO Balance (Sick/Vacation) Frontloaded
• Supplemental Aflac Insurance
• Pet Insurance Supplemental Available through United Healthcare
• Aflac Supplemental Insurance (Short- & Long-Term Disability, Critical Illness, Accident, etc.)
• Professional Development Opportunities
• Retirement Plan
• Referral Bonus Program
• Employee Discount Program
• 6 Paid Holidays (After 6 months of employment)
• As a token of our gratitude, Veterans and Active Military Members Receive Veterans Day as an Additional Paid Holiday (After 6 months of employment)

Join us in delivering outstanding customer service and making a difference in our customers' experiences!