Customer Service Representative

Customer Service Representative (CSR) – Direct Carpet Cleaning & Restoration, Inc.

Company Overview: Direct Carpet Cleaning & Restoration, Inc. has been a trusted name in the cleaning and restoration industry for 25 years, serving homes and businesses with high-quality carpet cleaning, water restoration, and housekeeping services. We are seeking a dedicated Customer Service Representative (CSR) to be the main point of contact for our clients. You will play a critical role in scheduling services, coordinating with field technicians, and ensuring customer satisfaction.

Job Overview
We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. The ideal candidate will possess strong communication skills and a passion for providing exceptional client services. This role involves engaging with customers through various channels, ensuring their needs are met, and maintaining a positive company image.

Key Responsibilities:

• Customer Engagement: Communicate professionally and promptly with customers via phone, email, and text to address inquiries, schedule appointments for carpet cleaning, housekeeping, and emergency water restoration, and provide detailed service information.
• Appointment Scheduling: Utilize our CRM system to book and manage services, ensuring timely and efficient service delivery for carpet cleaning, housekeeping, water extraction, carpet repair, and more.
• Maintain professionalism in all communications and demonstrate excellent phone etiquette.
• Conduct outbound calling to follow up on customer inquiries or provide additional support.
• Document customer interactions in the office system for future reference.
• Dispatching: Coordinate with customers and field technicians to ensure service appointments are fulfilled promptly, especially for time-sensitive water damage emergencies. prefer candidates with dispatch experience in related fields such as HVAC, plumbing, electrical, medical, dental etc.
• Service Promotion: Recommend additional services such as upholstery cleaning, tile & grout cleaning, or carpet repairs to customers and assist with lead generation through follow-up calls.
• Basic Service Knowledge: Develop a working knowledge of our core services, including carpet repair, water damage extraction, and odor restoration, to address customer questions and provide accurate information.
• Team Collaboration: Work closely with field teams, office staff, and project managers to ensure smooth operations and top-tier customer service.

Requirements:

• Previous experience in a call center or office environment is preferred.
• Communication Skills: Strong verbal and written communication with a customer-focused approach.
• Organizational Skills: Ability to manage multiple tasks efficiently in a fast-paced environment while maintaining a positive attitude.
• Excellent verbal and written communication skills.
• Experience & Education: High school diploma (or equivalent) with at least 2-3 years of customer service experience, preferably in the cleaning or restoration industry.
• Software Knowledge: Familiarity with customer management platforms (experience with HouseCall Pro or similar systems is a plus).
• Availability: Monday to Friday, 8:30 AM – 4:30 PM, with occasional after hour team building meetings.

Benefits:

• Competitive Salary: $25-$30 per hour, based on experience.
• Comprehensive Benefits Package: Medical insurance, paid holidays, and paid time off
• Growth Opportunities: Become part of a growing team that values employee development.
• On-the-Job Training: Gain industry experience working with QuickBooks Online and HouseCall Pro

Join our team at Direct Carpet Cleaning & Restoration, Inc. and be part of a company that takes pride in providing exceptional cleaning and restoration services!

Job Type: Full-time

Pay: $52,000.00 - $58,000.00 per year

Benefits:

• Health insurance
• On-the-job training
• Paid time off

Shift:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $52,000 - $58,000