What are the responsibilities and job description for the Customer Service Representative position at Witt Mechanical, Inc.?
We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, assist with dispatching service crew members, providing product/services information and resolving any emerging problems that our customer accounts might face with accuracy and efficiency. The candidate we seek will possess patience, empathy, and be a passionate communicator. They love to talk and can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to this customer care specialist. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. Our goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Must be dependable, punctual, and possess a positive attitude!
Responsibilities
- Manage large amounts of incoming calls
- Receive and dispatch service crews
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools, and focusing on attention to detail
- Must be reliable and able to work 8AM-5PM with occasional overtime
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile approach to engage customers
- Other duties as assigned by supervisor
Skills
- Proven CSR experience and or service dispatching experience
- Attention to detail is a must to ensure accuracy and efficiency
- Strong phone contact handling skills and active listening
- Ability to work in a fast paced environment and collaborate with different departments to ensure customer satisfaction
- Familiarity with Thermogrid, Service Titan, On Call Air scheduling programs a plus.
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school degree
Job Type: Full-time
Pay: $15.00 - $25.00 per hour
Expected hours: 40 – 45 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
Work Location: In person
Salary : $15 - $25