CSR - Customer Service Representative

Overview
We are seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. In this role, you will be the first point of contact for our clients, providing exceptional service and support. Your ability to analyze customer needs and deliver effective solutions will be crucial in enhancing client satisfaction and loyalty. We are looking for a dedicated Customer Service Representative to join our team and be a key player in providing exceptional support to our clients.

Duties

• Answer inbound calls and emails from customers, providing helpful and accurate information about our electrical, plumbing, and HVAC services.
• Schedule and coordinate service appointments, ensuring timely dispatch of technicians based on customer needs and location.
• Resolve customer issues or concerns related to service inquiries, and product/service details.
• Maintain detailed records of customer interactions, appointments, and service requests using our CRM system (Service Titan).
• Assist in tracking the status of ongoing service requests and provide customers with updates as needed.
• Process payments, and follow-up tasks to ensure customer satisfaction.
• Communicate with the field team (Electricians, Plumbers, HVAC technicians) to relay customer requests and ensure timely resolution.
• Promote additional services, maintenance plans, and special offers to customers when appropriate.
• Maintain knowledge of the company’s services, pricing, and promotions to effectively assist customers.
• Assist with general office duties and administrative tasks as needed.

Qualifications

• Prior customer service experience is highly preferred, especially in trades like electrical, plumbing, or HVAC.
• Strong communication skills, both verbal and written, with the ability to explain technical details clearly and concisely.
• Strong problem-solving abilities and the capacity to handle customer concerns with empathy and professionalism.
• Ability to multitask, stay organized, and handle high-volume calls in a fast-paced environment.
• Proficiency in Microsoft Office Suite; experience with CRM (Service Titan) software is a plus.
• A positive, customer-focused attitude and a willingness to go the extra mile to resolve issues.
• Excellent phone etiquette and communication skills, both verbal and written.
• Multilingual abilities are highly desirable, enhancing communication with diverse clientele.
• Ability to work independently as well as part of a team in a fast-paced environment.

Join us in making a difference by providing top-notch support to our valued customers!

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Application Question(s):

• Can you describe a time when you successfully resolved a challenging customer issue? What steps did you take?
• What types of customer service software or tools are you familiar with? How have you used them in the past?
• What steps do you take to ensure that customers feel valued and heard?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

Salary : $18 - $22