Customer Service Representative

We are hiring a Customer Service Representative!
Are you the EXCEPTIONAL CSR we're searching for? Can you captivate our customers with your EMPATHETIC listening skills and effortlessly schedule service appointments?
As a key player in our locally owned empire, you'll be stepping into a world of SUCCESS, where our outstanding reputation is the result of a century-long commitment to excellence!
 

In business for over 40 years, our company strives to exceed expectations in the greater Troy area. Locally and family-owned, we are passionate about the experience of our customers and employees. We truly love what we do and are looking for others who do as well!

The Customer Service Representative position serves as the first contact point for our customers.  This position is responsible for delivering a positive experience for all customers using empathy and charisma to capture customer information, listen closely to issues, and effectively communicate services we offer. 

What can WE do for YOU?

• Provide stability.
• We are a company with a fun, professional and caring management team. We are family and treat our employees the same. You are not just a number!
• Family-like environment
• Strong Core Values – Honesty, Integrity, Workmanship
• Growth opportunities
• Competitive wages
• Generous benefits package
• Monthly Company breakfasts
• Company Outings



Benefits for the Customer Service Representative:

• Ongoing Training
• PTO
• Paid Vacation
• Paid Holidays
• 401K with company match
• Medical insurance
• Dental and Vision Insurance
• Life Insurance
• Competitive wages ranging from $18 - $20/hour!

Responsibilities for the Customer Service Representative:

• Answering all inbound calls according to company policy and prescribed scripts
• Capturing and maintaining customer account records in provided company software
• Reviewing and responding promptly to company voicemail and marketing channel notifications
• Managing emails in the company inbox with a timely response
• Communicating cancelled calls to the dispatcher immediately
• Compiling and sending next day appointment reminders to respective customers
• Daily maintenance of CSR KTI Board and weekly submission to the supervisor
• Completing all Customer Satisfaction Calls within 48 hours of work completion
• Conducting outbound calls to maintenance plan members as directed
• Providing public responses to all company reviews following prescribed scripts
• Resolving customer complaints/concerns respectfully and escalating when necessary
• Keeping assigned workspace clean, tidy, and organized
• Reporting issues with equipment and systems to the supervisor promptly
• Tracking and maintaining all company equipment

Requirements of the Customer Service Representative:

• 2 years of Customer service experience (Home Services preferred)
• Phone Sales experience required.
• Knowledge of plumbing, HVAC, or electrical service work a plus.
• Proficient computer knowledge; good typist and proficient with phone systems.
• Ability to show empathy and be a people person.
• Be reliable and driven.
• Great attention to detail, enjoys being part of a collaborative team, works well with all kinds of people.
• Strong verbal and written communication skills are needed for problem-resolution.
• Ability to handle challenging situations with ease and empathy.
• Excellent ability to multitask.

What has fueled our enduring success? We attribute it to the unwavering personal commitment of our founder and every member of our staff to deliver exceptional service to each customer. Join our team today and be a part of our commitment to excellence!

All qualified candidates will receive consideration for employment without regard to, and will not be discriminated against based on, race, gender, veteran status, disability, or other protected category. We are an equal opportunity employer. A pre-employment background check is required to be considered for this position.

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