What are the responsibilities and job description for the Customer Service Representative position at Dalton Plumbing Heating Cooling Electric &...?
We are looking for a dedicated and professional Customer Service Representative (CSR) to join our team. The CSR will act as the first point of contact for customers, providing assistance with inquiries, resolving complaints, and delivering an exceptional experience. The ideal candidate will be a problem-solver with strong communication skills and a commitment to customer satisfaction.
Key Responsibilities:
- Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
- Resolve customer issues and complaints, aiming to exceed customer expectations.
- Provide accurate information regarding products, services, policies, and procedures.
- Process customer orders, returns, and exchanges with attention to detail.
- Document and update customer interactions in the system to ensure accurate records.
- Collaborate with internal departments (sales, technical support, etc.) to resolve complex customer issues.
- Handle customer complaints with empathy and professionalism, striving for timely resolution.
- Identify and escalate issues that need further attention from higher management.
- Maintain a positive and friendly relationship with customers, fostering loyalty and retention.
- Stay up-to-date with product/service offerings, policies, and company updates.
- Meet or exceed performance metrics (e.g., response time, customer satisfaction ratings).
Qualifications:
- High school diploma or equivalent (Associate's or Bachelor's degree is a plus).
- Proven experience in customer service or a related field.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities with attention to detail.
- Ability to multitask and handle high-pressure situations.
- Proficiency with computer systems and basic office software (CRM software experience is a plus).
- Positive attitude, team player, and adaptable to change.
Skills & Competencies:
- Customer-focused mindset with a passion for helping others.
- Active listening and empathy.
- Strong organizational skills and time management.
- Conflict resolution and de-escalation techniques.
- Ability to work independently and as part of a team.
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