What are the responsibilities and job description for the Customer Service Representative position at Adams, Inc.?
Benefits:
- 401(k) matching
- Company parties
- Competitive salary
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
Adams, Inc. has been in the building trades industry since 1988 - offering solutions to homeowners and businesses by way of electrical, plumbing and HVAC services along with solar and home backup power options!
We are seeking our next Customer Service Representative (CSR) to join our team in Elkhorn!
We are seeking our next Customer Service Representative (CSR) to join our team in Elkhorn!
As a CSR, you are the first point of contact for customers, responsible for managing inbound and outbound communications, scheduling jobs, and ensuring excellent customer service. The CSR assists customers by phone, email, chat, and in-person visits to our office, routes incoming calls to the correct divisions, updates lead sources, and maintains accurate records into our all-in-one cloud based software application: ServiceTitan. Additionally, this role supports membership sales, renewals, and recurring maintenance scheduling. Success in this position requires excellent communication skills, strong attention to detail, and the ability to multitask effectively in a fast-paced environment.
Essential Duties and Responsibilities:
- Answer inbound customer calls, schedule appointments, and assist with inquiries.
- Route incoming calls to the appropriate divisions across the company.
- Make outbound calls to follow up on inbound leads from the company website, inbox, and other sources.
- Monitor and respond promptly to customer chats via the company website.
- Update lead source records in the lead source website, tracking status in the sales process (e.g., left message, scheduled, not interested, duplicate, etc.).
- Document all customer interactions and scheduling details accurately in ServiceTitan.
- Assist customers who visit the office with scheduling, memberships, or general inquiries.
- Make outbound calls to confirm, reschedule, or set up job appointments and recurring maintenance.
- Promote and sell company memberships to new and existing customers.
- Collaborate with internal teams to ensure efficient scheduling and excellent customer service.
- Other duties as assigned and relevant to the Support Services Team.
Expectations:
- Respond promptly and professionally to customer calls, chats, and emails.
- Accurately enter and update customer information in ServiceTitan and the lead source website.
- Follow up consistently on open leads until resolved (scheduled, not interested, duplicate, etc.).
- Maintain a high level of product/service knowledge to assist with customer questions and membership sales.
- Actively promote memberships and meet or exceed membership sales goals.
- Ensure all customer interactions reflect a positive and professional company image.
- Support team members and collaborate to achieve department and company goals.
Minimum Education and Certification Requirements:
- High school diploma or equivalent.
Minimum Experience Requirements:
- Previous customer service or administrative support experience required; call center or dispatching background preferred.
- Strong communication and interpersonal skills.
- Proven ability to multitask, prioritize, and stay organized.
- Experience with CRM or scheduling software (ServiceTitan experience strongly preferred).
- Positive, customer-first attitude with the ability to handle sales conversations.
Computer Skills:
- Proficiency with PC and Microsoft Office Suite (Word, Excel, Outlook).
- Ability to quickly learn and navigate software systems (ServiceTitan, lead source platforms).
Reasoning Ability:
- Ability to solve practical problems and manage multiple priorities.
- Capable of interpreting written, verbal, or schedule-based instructions.
Mathematical Skills:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals.
Language Skills:
- Excellent written, verbal, and interpersonal communication skills.
- Strong command of business English for customer communications, documentation, and correspondence.
Physical Demands:
- Regularly required to talk, hear, sit, stand, walk, and use both hands simultaneously.
- Must occasionally lift and/or move up to 10 pounds.
- Vision requirements include close vision and the ability to adjust focus.
Work Environment:
- Office environment with generally quiet noise levels.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees in this role. They are not an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
The above statements are intended to describe the general nature and level of work being performed by employees in this role. They are not an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Salary : $20 - $22
