What are the responsibilities and job description for the Customer Service Representative position at Aire Serv?
Customer Service Representative
Are you a decisive, high-energy professional who thrives in a fast-paced environment?
At Aire Serv, Mr. Rooter and Dryer Vent Wizard, we don’t just need a "Customer Service Rep” we need a true Customer Experience Champion. Someone who understands that customer service is not just in the title but believes it defines the company to customer relationship. If you are an assertive problem-solver who loves to "own" the day and can turn a customer’s home concerns into 5-star solutions, you belong here.
Pay Scale Options: Choose How You Want to Earn?
We believe in matching your pay to your personality and goals. We offer two distinct, clear compensation paths. You choose the one that fits you best when you join our team:
Option A: High-Incentive Path (Base Inside Sales Commission)
- Hourly Base: $15.00 - $18.00 / hour (based on relative experience)
- Earnings Potential: Plus uncapped performance-based inside sales commissions, bonuses, and spiffs. Our average CSR on this plan can earn an additional $24,000 annually in commissions & bonuses!
- Projected Annual Income: $46,850 - $61,820 (Base hourly commissions & bonuses)
Option B: Steady Path (Higher Base ineligible for commission & bonuses)
- Hourly Base: $15.00 - $20.00 / hour (based on relative experience)
- Expected Annual Base: $31,200 - $41,600
Why You’ll Want to Join Our Team
- Organization & Trust: We value our team members and don't micromanage. We do provide feedback and coaching to ensure we give you the tools, training and the ability to manage your customer relationship.
- High-Pace Environment: Your day will move fast. You’ll handle customer calls, coordinate with office and field teams, all while making a difference in our customers’ lives.
- Performance-Based Rewards: Commission and bonuses tied to your ability to resolve customer issues and earn new business if you choose pay option A.
- Modern Tools: Work with top-tier systems like Service Titan to ensure 100% accuracy and outstanding documentation.
Your Responsibilities
- Command of our calls: As part of the team, you handle simple to complex customer calls that require sound judgment, active listening, and empathetic, responses.
- Solve the "Unsolvable": Our customers contact us at time of need and rely on our ability to respond quickly and with solutions to ease their burden.
- Drive Revenue & Retention: Use your influential skills to perform outbound engagement for renewals, estimate follow up, collections and scheduling of visits.
- Maintain Process & Data Integrity: Ensure 100% of calls and customer information are documented accurately in Service Titan, maintaining strict compliance with company standards.
How We’ll Measure & Support Your Success
- Resolution Rate: Achieve first-contact resolution on 90% of calls.
- Customer Satisfaction: Maintain a high Net Promoter Score (NPS) by delivering outstanding service.
- KPIs: Achieving and exceeding required Key Performance Indicators (KPIs)
- Process & Data Accuracy: 100% accurate documentation and processing.
Job Requirements:
- Inbound and outbound call experience preferred
- Inside Sales experience preferred
- Service Titan experience preferred but not required
- Strong written and verbal communication skills
- Detail-oriented with strong data entry skills
- Positive Attitude and likes to laugh!
- Team player who can also work independently
- General computer knowledge, including Microsoft Office products
- Typing skills are a must
- Available to work alternating weekly schedules, including on call evenings, weekends and occasional overtime.
Salary : $31,200 - $41,600