What are the responsibilities and job description for the Customer Service Representative (CSR) position at Eagle Pipe Heating & Air?
Customer Service Representative
The Customer Service Representative (CSR) ensures that a client's first interaction with our organization is first rate in terms of service quality. The CSR provides options for service appointments and sales appointments and is required to hold call call center performance metrics. This position earns a competitive wage of $20-$24/hr.
Primary Responsibilities:
- Maintains the scripting required and provided by the franchise system for quality and efficient interactions with the inbound client base.
- Offers appointment windows, ancillary products and services that contribute to achieving the call center sales quota - daily, weekly, and monthly.
- At the direction of the Call Center's Manager, engages in outbound calling activities to secure the appropriate number of calls required for a successful service operation.
- Maintains customer database, ensuring complete, accurate, and updated entry of
- Participates in ensuring the agreement base is renewed and scheduled for technicians.
- In cooperation with the Dispatcher or in a back-up role:
- Responds to customer inquiries regarding company schedule and requested lead times, equipment service, service invoicing, and general inquiries.
- Follows up and schedules preventive maintenance service appointments.
- At the request of the Call Center Manager, may be required to perform other administrative duties to assist with the overall efficiency of the operation.
- Enters service calls, schedules calls, and generates call debriefing with technicians daily.
- Reviews completed service work orders for accuracy.
- Participates in all company-sponsored training classes.
- Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
- Always maintains a professional image by:
- Following safety policies and procedures.
- Abiding by ALL standards of performance and code of ethics.
- Maintaining a courteous demeanor with all customers and associates.
Required Knowledge, Skills, and Abilities:
- Minimum two years of customer service experience.
- Geographical knowledge of the service area and/or map reading skills.
- Advanced communication and customer service skills.
- Experience in using Microsoft Word and Excel.
Educational/Certification Requirements:
- GED or High School Diploma.
Environmental Conditions:
- General office environment.
Physical Requirements:
- Ability to operate a personal computer and related equipment.
- Ability to sit for long periods of time.
- Must have sufficient auditory functioning and visual acuity to operate computer-aided call management hardware, software, and communications equipment.
- Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
- Must be able to work extended hours, nights, and weekends.
- Work assignments may be performed with or without reasonable accommodations to a known disability.
Please be informed that passing a background check and drug test is a prerequisite for employment with our company. Any job offer extended is subject to the successful completion of these requirements and the ongoing maintenance of a clean background.
Salary : $20 - $24
