What are the responsibilities and job description for the Customer Service Representative position at Adaptive Solutions Group?
Overview
We are seeking a Customer Service Representative to support a fast-paced, customer-focused team. This role handles inbound and outbound customer interactions across phone, email, and case management systems. Success in this role requires strong communication skills, attention to detail, and the ability to manage multiple priorities while delivering a high-quality customer experience.
This environment is metrics-driven and operates similarly to a call center, with a strong emphasis on timeliness, professionalism, and accuracy.
Key Responsibilities
- Handle inbound customer calls, resolving inquiries and concerns with professionalism and efficiency
- Make outbound calls to follow up on customer requests and ensure resolution
- Respond to customer inquiries via email and case management systems
- Troubleshoot issues, de-escalate concerns, and provide effective solutions
- Accurately document all customer interactions and updates
- Coordinate and dispatch field service teams as needed (leak crews, inspectors, etc.)
- Communicate service updates, billing inquiries, and service interruptions to customers
- Prioritize and escalate emergency or outage situations appropriately
- Meet or exceed performance metrics for quality, timeliness, and customer satisfaction
Work Environment & Expectations
- Hybrid schedule: onsite for first 90 days, then up to 4 days remote (Thursdays onsite)
- Highly structured schedule with strict adherence to start/end times
- Performance measured through quality, accuracy, and timeliness metrics
- Team environment with ongoing training and support
Required Qualifications
- High school diploma or GED
- 1–3 years of customer service experience (call center or similar environment preferred)
- Strong verbal and written communication skills
- Professional demeanor and strong phone etiquette
- Ability to multitask and stay organized in a fast-paced environment
- Basic Microsoft Office skills (Word, Excel, Outlook)
- Strong problem-solving skills and attention to detail
Preferred Qualifications
- Experience in utilities, construction, or field service environments
- Familiarity with SAP, GIS, or similar systems
- Bilingual (Spanish preferred)
- Additional coursework in business or related field
What We’re Looking For
- Dependable and punctual with strong time management
- Customer-focused with a solutions-oriented mindset
- Adaptable and able to handle high-pressure situations
- Strong work ethic and willingness to learn