Customer Service Representative (CSR) - Residential Home Services

Job Summary:

We are currently seeking a friendly, customer-oriented individual to join our team as a Customer Service Representative (CSR) for our residential home services company. As a CSR, you will be the first point of contact for our residential customers, providing exceptional customer service and support. Your primary responsibility will be to assist customers with inquiries, schedule appointments, and ensure their satisfaction. The ideal candidate will have excellent communication skills, be energetic, and empathetic to customers' concerns, have strong problem-solving abilities, and have a passion for delivering outstanding service.

Responsibilities:

Serve as the primary point of contact for residential customers, answering incoming calls, emails, and inquiries with professionalism and a positive attitude.

Listen attentively to customers' needs, concerns, and questions, and provide accurate and timely information and solutions.

Schedule service appointments and dispatch technicians efficiently, taking into account customer availability and urgency of requests.

Coordinate with other team members to ensure prompt and efficient resolution of customer issues.

Maintain customer records and update relevant information in the database accurately.

Follow up with customers to ensure satisfaction with services provided and address any outstanding concerns or issues.

Collaborate with technicians and other departments to ensure seamless communication and customer service delivery.

Provide information on company products, services, and pricing to customers, as well as educate them on available options and promotions.

Handle billing inquiries, process payments, and maintain financial records accurately.

Stay up-to-date with company policies, procedures, and industry trends to provide accurate and informed responses to customer inquiries.

Requirements:

Proven experience in a customer service role, preferably in a residential home service or similar industry.

Excellent communication skills, both verbal and written, with the ability to effectively convey information and resolve customer concerns.

Strong problem-solving abilities, with a proactive approach to finding solutions and ensuring customer satisfaction.

Exceptional organizational skills and the ability to multitask in a fast-paced environment.

Proficient computer skills, including experience with CRM software and basic knowledge of MS Office applications.

Empathetic and patient demeanor, with the ability to handle difficult or upset customers professionally and effectively.

Strong attention to detail and accuracy in recording customer information and transactions.

Ability to work independently as well as collaborate effectively within a team.

Flexibility to adapt to changing schedules and customer demands.

High school diploma or equivalent; additional relevant certifications or training is a plus.

We offer competitive compensation and benefits packages, including health insurance, retirement plans, and opportunities for career growth and development. If you are a dedicated and customer-focused individual with a passion for providing exceptional service, we would love to hear from you.

Why Choose Blue Bear Plumbing, Heating and Cooling

• Competitive pay – $20/hr
• Possibility of Earning Spiffs:
  • $2 for every call booked
  • $80 weekly bonus for top-in-class booking rate
  • $5 for every outbound call booked
  • 2% for every inside sales call booked
    • The average CSR will book 3 calls per hour making your base pay $24/hour potentially
    • We average over 12000 calls annually
• Medical Insurance: health, dental, vision, life insurance, short-term and long-term disability.
• Work-life balance – 6 PTO days per year, with the opportunity to sell them back
• 401k Plan with a 4% match.
• Paid training events

Our Core Values

At Blue Bear, we strive to be the lighthouse company that leads and sets the example. We strive to change the perception customers have and receive when hiring a professional in their home. We clearly set expectations internally and externally so our team members can win

The Big Task

You will promote customer satisfaction by converting incoming customer calls into booked service appointments and relaying expectations for when the tech is on site.

This is a fasted paced environment and will require many multi-tasking skills.

Key Sub Tasks

• You will need to learn the call script in order to sound professional and authentic when speaking with our customers.
• Participate in training so that you grow and develop as a professional.
• Maintain and update our customer database with complete and accurate information.
• Maintain communication with dispatch and your manager.
• Maintain basic computer skills

Please submit your resume, along with a cover letter detailing your relevant experience and why you believe you would be a great fit for this position.