Customer Service Representative
Job Summary
We are seeking a dynamic and dedicated Customer Service Representative to join our Service Department team! In this vital role, you will be the friendly face and helpful voice that ensures our customers receive exceptional support and service. Your enthusiasm, organizational skills, and ability to handle multiple tasks with professionalism will contribute to creating a positive experience for everyone who interacts with us. This paid position offers an exciting opportunity to develop your office management and customer support skills in a fast-paced environment. If you thrive in a lively setting and enjoy assisting others, this is the perfect role for you!
This role acts as a back up to the service dispatcher as back up the service dispatcher as needed to maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Contact existing customers for the purpose of scheduling service maintenance appointments, commercial service appointments and follow ups. Assist in taking incoming customers calls and creating dispatch tickets as service calls are received. Handle dispatch related functions in the service dispatcher's absence during lunch, breaks, vacation, etc. Maintain customer database with current information. Process service invoices, timecards, and warranty parts.
Work Hours: 7:30am - 4:30pm, Monday through Friday, with On-Call rotation schedule.
Pay Scale: $42,000 base annually; Salary based on experience. Ability to earn extra money through service plan Spif program and after hours on call.
Benefits: We offer a comprehensive benefits package including Full Family Health Coverage with dental and vision; All Major Holidays Paid, PTO Vacation Package, 401K after 1 Year
Responsibilities
- Manage multi-line phone systems to direct calls efficiently.
- Provide outstanding customer service by addressing inquiries, addressing the customers' needs and connecting them to the correct party.
- Maintain accurate data entry records in Service Titan CRM, and other computer programs as needed.
- Assist customers and appointment scheduling, creating service tickets to ensure smooth daily operations.
- Support Dispatcher and Service Manager as needed
- Make outbound calls to book, confirm, and survey upcoming or completed appointments.
- Process maintenance agreement scheduling reminders, happy calls and customer surveys.
- Other duties as assigned.
Qualifications
- High school diploma or general education degree (GED)
- Prior office experience or CSR experience demonstrating strong organizational skills and attention to detail
- Proven customer service experience with excellent communication skills in person and over the phone
- Familiarity with multi-line phone systems, Microsoft Office Suite (Word, Excel), Google Workspace, and data entry procedures
- Experience in service based or trade related field is a plus but not required
- Experience with Service Titan CRM is a plus but not required
Join us to be part of a vibrant team dedicated to providing outstanding service while fostering a positive work environment. Your energy and organizational expertise will make a meaningful impact every day!
