Inbound Customer Service Representative (Hybrid)

We are currently seeking three Customer Service Representatives to join our team of professionals in our Greenville, SC.

The FirstCall Customer Service Representative (CSR) is the primary interface for customers requesting maintenance and repair services. The CSR serves as the liaison between the Service Technicians and the external customers with the primary duties being related to taking service requests by telephone or email and assigning the appropriate technicians to perform the work. The CSR will also assist customers by answering questions, providing updates, and giving ETA notifications. As the primary interface with the customer, the CSR is required to display a sense of leadership to each issue/task received by demonstrating effective listening, positive and detailed communications, and the desire to resolve each issue with the highest level of service possible.

Routine Duties:

• Take incoming Customer Service requests via email and telephone.
• Schedule and coordinate all service calls as calls are received.
• Create dispatch ticket for all service calls.
• Dispatch Service Technicians, one call at a time.
• Debrief Service Technicians after completion of service request.
• Maintain the dispatch board / schedule.
• Relay ETA information to customers
• Follow up on all pending and recommended work with customer utilizing the pending work log

.Required Qualifications:

• Primary Customer Service skills
• Ability to multi-task
• Organized
• Geographical knowledge or map reading skills
• Knowledge of service industry is recommended but not required
• Superior typing and basic computer skills
• Experience and/or training in Customer Service, dispatching, project management or equivalent combination of education and experience
• Color vision and the ability to hear and speak clearly

FirstCall differences:

• FirstCall hires long-term employees. Unlike other companies in our sector, we do not “churn and burn” through employees. Most employees have been with us for more than 5 years. Many are approaching 20 years with FirstCall.
• Medical and dental insurance - with FirstCall paying for 50% of the employee’s health insurance costs.
• We offer a matching 401k savings plan. For every dollar you save, FirstCall will contribute another dollar directly into your savings, (up to limits allowed by IRS regulations). These savings are made “before-taxes” and are immediately vested.
• Attendance and performance incentives.
• Hybrid employer -- which means that our CSR's, once fully trained, can work some of their shifts remotely. The number of shifts that can be worked remotely each week is dependent upon meeting productivity goals. The more productive CSR's are provided more opportunities to work from home.
• FirstCall is open 24 hours-a-day, 365 days a year -- we never close. That means that that there are a lot of shifts to cover - days, nights, weekends. Employees are typically hired to work five days each week, within their preferred shift, with a repeating, predictable schedule. We have found that it is best that everyone shares in covering the less desirable shifts, therefore every CSR is required to work one weekend shift each week as part of their routine schedule.
• First shift schedules generally start between 7am-10am. Second shift schedules start between 11am - 2pm. All shifts starting at 11am or later receive shift differential pay.