What are the responsibilities and job description for the Customer Service Representative position at Heritage Home Service?
Overview
Join the Heritage Home Service Team as a Remote Customer Experience Associate
About Us:
At Heritage Home Service, we take pride in delivering exceptional plumbing, heating, cooling, and electrical services to our customers. Our team is dedicated to providing the highest quality service with a customer-first approach. We're looking for a Customer Experience Associate to join our team and contribute to our mission of outstanding customer care—all from the comfort of your home!
Your Mission:
As a Customer Experience Associate (CXA), you'll be the first point of contact for customers, ensuring they receive the help they need with professionalism, efficiency, and warmth. Whether it's answering questions, resolving concerns, or scheduling services, your goal is to provide a seamless and positive experience that reflects the values of Heritage.
Working Hours – Thur-Mon 8:30am-5:00pm. Must be available on Weekends.
Must be a resident of ME, MA, NH, or RI while working remote.
What You’ll Do:
- Customer Communication:Handle inbound calls, emails, and chats, providing accurate and friendly support for our plumbing, heating, cooling, and electrical services.
- Troubleshooting and Resolution:Address customer issues and concerns, collaborating with technicians when needed to resolve problems promptly.
- Service Knowledge:Develop a strong understanding of our services and offerings, staying up-to-date on new trends and technologies in the industry.
- Scheduling and Order Processing:Process customer requests and schedule appointments for our field technicians, ensuring timely and efficient service delivery.
- Customer Satisfaction:Conduct follow-up calls to gather feedback and ensure our customers are fully satisfied with their experience.
- Sales and Upselling:Identify opportunities to recommend additional services based on customer needs and promote current offers and promotions.
- Documentation and Reporting:Accurately log all interactions, service orders, and resolutions in our CRM, and generate reports for internal review.
What You Bring:
- High school diploma or equivalent.
- Experience in a customer service or call center role (industry experience in plumbing, heating, or electrical is a plus).
- Excellent communication skills with the ability to simplify complex information.
- Strong problem-solving skills and a customer-first attitude.
- Comfort using computer systems, including CRM tools, with the ability to work efficiently in a remote setting.
- Ability to handle multiple tasks, prioritize effectively, and remain organized.
- A proactive, team-oriented mindset that aligns with Heritage’s values of “Treat People Right, Do Things Well, and Always Pursue Better.”
Work from Home Requirements:
- A quiet, professional workspace.
We require that your internet service provides a minimum speed of 100 Mbps for downloads and 50 Mbps for uploads as a condition of your employment.
- Must be a resident of ME, MA, NH, or RI while working remote.
Why Join Heritage?
At Heritage, we believe in taking care of our people. From our commitment to customer satisfaction to our investment in employee growth, we’re proud to foster a work environment where continuous improvement and teamwork thrive. When you join our team, you’ll enjoy:
- Fully remote work flexibility.
- A positive, supportive culture that encourages growth and development.
- Opportunities for career advancement in a rapidly growing company.
- Comprehensive benefits, competitive pay, and the chance to make a real impact in our customers' lives.
