What are the responsibilities and job description for the Customer Service Representative position at Lapin Services?
Customer Service Representative
Lapin Services is seeking an experienced, bilingual, and organized Customer Service Representative to join our team. This role is essential to ensuring efficient operations, exceptional customer service, and profitability through effective dispatching and teamwork in a high-volume environment.
Key Responsibilities:
- Customer Interaction: Answer multiple phone lines, texts, and emails while responding to customer inquiries regarding services such as plumbing repairs, septic pump-outs, drain cleaning, and more. Provide professional customer service by interpreting customer needs, quoting service prices, and promoting Lapin Services’ products and services.
- Scheduling & Data Management: Input and manage data in ServiceTitan, including customer information, marketing details, sales data, and billing preparations.
- Communication: Maintain open communication channels with technicians, administrative staff, and management through phone, text, email, and internal systems. Provide timely updates to customers regarding schedules, expected arrival times, and service delays.
- Industry Knowledge & Continuous Learning: Gain a strong understanding of the plumbing, septic, and sewer service industry. Continuously learn about field operations and how services are delivered to customers to better support dispatching and customer service functions.
- Teamwork & Support: Assist other administrative team members with overflow tasks and provide backup support when needed. Collaborate with the team to improve processes, enhance service efficiency, and achieve company goals.
- Organization & Filing: Maintain a digital filing system for customer records, service orders, and other essential documents. Ensure all files are organized and up-to-date.
Qualifications:
- Minimum of 3 years of Customer Service Representative experience in a professional, high-volume environment, preferably within the plumbing, septic, or related service industries.
- Bilingual in English and Spanish (required) – must be able to communicate fluently with Spanish-speaking customers.
- Strong organizational skills with the ability to prioritize and multitask in a fast-paced environment.
- Proficient with dispatching software and CRM systems; experience with ServiceTitan is a plus.
- Excellent communication and interpersonal skills for effective team collaboration and customer interaction.
- Ability to remain calm under pressure and solve problems quickly.
- Willingness to learn and adapt to the industry and understand how field operations work to better support technicians and customers.
Benefits:
- Health Insurance: We cover 60% of employee-only health insurance premiums.
- Vision and Dental Insurance: Available to employees at a competitive price.
- Paid Time Off: Enjoy 5 paid holidays per year, plus 7 paid personal days after 6 months of service.
- Referral Program: Receive bonuses for referring candidates who are successfully hired.
- Employee Discounts: Access exclusive discounts for services and products.
- Growth Opportunities: We are committed to your professional development and offer pathways for career advancement.
Compensation:
Pay: $23.00 per hour.
Location: Just southwest of downtown Orlando, FL. 3031 40th Street, Orlando, FL 32839. This is not a remote position.
Job Type: Full-time
Pay: From $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- receptionist: 3 years (Required)
Language:
- Spanish (Required)
Ability to Relocate:
- Orlando, FL 32839: Relocate before starting work (Required)
Work Location: In person
Salary : $23
