What are the responsibilities and job description for the Customer Service Representative position at American Waterworks?
Position Overview:
As a Customer Service Representative at American Waterworks, you will be the first point of contact for customers seeking assistance with their water treatment, foundation repair, and waterproofing needs. You will be responsible for handling inbound customer inquiries, scheduling service appointments, providing accurate information about products and services, and ensuring overall customer satisfaction. This role requires excellent communication skills, a positive attitude, and a customer-focused approach to problem-solving.
Key Responsibilities:
- Answer inbound customer calls and emails in a friendly and professional manner.
- Provide accurate information about services such as waterproofing, foundation repair, and water treatment systems.
- Schedule service appointments for customers and send reminders as needed.
- Assist with customer questions and concerns, providing timely resolutions.
- Update customer information and service records in the company’s CRM system.
- Follow up with customers after service to ensure satisfaction.
- Resolve customer issues and escalate to higher management if necessary.
- Promote special offers or additional services to customers as appropriate.
Required Skills & Qualifications:
- Communication Skills: Exceptional verbal and written communication skills to handle customer interactions.
- Customer-Focused: Ability to remain calm and professional when dealing with challenging customers.
- Organization & Time Management: Strong organizational skills to manage multiple tasks.
- Problem-Solving: Quick thinking to find solutions and handle customer concerns.
- Technology Proficiency: Comfortable using CRM software, email, and basic office tools.
- Attention to Detail: Ability to maintain accurate customer records and follow-up details.
- Team Player: Ability to work well with other departments (sales, field service, etc.).
Preferred Qualifications:
- Previous experience in customer service or a call center role.
- Knowledge of foundation repair, waterproofing, or water treatment services (preferred but not required).
- Experience with CRM systems like Salesforce or HubSpot.
Working Conditions:
- Schedule: [Insert working hours - e.g., Monday to Friday, 8:00 AM to 5:00 PM]
- Location: [Office or Remote – If applicable]
- Compensation: [Hourly rate or salary details]
Benefits:
- Health insurance, dental, and vision plans.
- Retirement plans (e.g., 401k with company match).
- Paid time off (PTO) and holidays.
- Opportunities for career growth and advancement within the company.