What are the responsibilities and job description for the Customer Service Representative position at Southport Engineered Systems?
JOB TITLE: Customer Service Representative
DEPARTMENT: Residential Service Department
LOCATION: Wausau, WI. On-site position.
DESCRIPTION: The Customer Service Representative will provide our new and existing customers with excellent customer experience while striving for a high rate of scheduling service calls. This role’s primary mission is to keep Southport’s call board full while ensuring customer satisfaction. This involves converting inbound calls into booked appointments, filling schedule gaps, and maintaining customer relationships.
DUTIES AND RESPONSIBILITIES:
- Answer the main phone line, schedule appointments, and keep our call board full
- Schedule appointments with detailed customer information and aim for first-call resolution
- Understand and memorize all call scripts, including service, estimate, and scheduling calls
- Respond to online submissions and online chat leads and schedule services
- Perform outbound phone calls to our Southport Club Members to schedule routine maintenance
- Assist dispatchers by managing reschedules or delays and communicate updates to customers
- Book future maintenance appointments
- Follow up on completed service calls to gather feedback and confirm satisfaction
- Resolve all customer issues proactively
- Stay proactive and add value even when the phone is not ringing
- Perform all other duties assigned to the role
QUALIFICATIONS:
- High School Diploma or equivalent
- 1 to 2 years in Customer Service preferred
- Administrative/Clerical experience preferred
- Service Titan experience preferred, but not required
- Knowledge of basic HVAC and Plumbing preferred, but not required
- Strong computer skills
- Self-motivated, detail oriented with strong written, verbal and organizational skills
- Willingness to learn, grow and make a long-term commitment
- Ability to work in a team environment
- Ability to work in a fast-paced environment
