What are the responsibilities and job description for the Customer Service Representative position at Ballard Natural Gas Service?
Customer Service Representative
Ballard Natural Gas is a family-owned HVAC business proudly serving residents and businesses of the Greater Seattle area since 1993. We pride ourselves on building a rewarding work environment for our staff and continuously show our appreciation for their dedication and hard work. We have assembled a dynamic and knowledgeable team that genuinely enjoys coming to work each day to support each other and our customers. We are currently looking for like-minded, dynamic individuals to join our growing team.
This role is ideal for someone who thrives on helping people, enjoys problem-solving, and takes pride in being highly organized and dependable while supporting a team-oriented, customer-focused HVAC service operation.
Pay Scale: $25.00 - $29.00 per/hr SPIFFs and commissions
Why You'll Love Working at Ballard Natural Gas:
- Full Benefits Package:
- 100% of employee premiums for medical, dental, vision, and prescription coverage.
- 50% coverage for family member premiums.
- Generous Paid Time Off:
- 7 paid holidays per year.
- Paid Vacation: 1 week of vacation in the first year of service, 2 weeks of vacation after 2-4 years of service, and 3 weeks after 5 years.
- Sick time accrual: 1 hour per 40 hours worked.
- Retirement Plan: Safe Harbor 401(k) with company match to help you plan for your future.
- Opportunity for Growth: We believe in promoting from within and providing ongoing development to help you advance your career.
Our Values:
- Our clients' needs are our top priority
- We will treat our team members like family
- Quality and customer service will drive all of our decisions
- If it's not right for our clients then it's not right for us
If this sounds like the type of company you want to work for in a position that will challenge you to grow professionally then we'd like to hear from you!
Primary Job Function: The Customer Service Representative (CSR) serves as the first point of contact for customers, playing a critical role in delivering a positive customer experience while supporting daily service operations. The CSR helps drive efficiency and revenue by prioritizing calls, coordinating schedules, and capturing detailed customer information to ensure technicians are fully prepared for each job. Success in this role requires strong communication skills, attention to detail, and the ability to remain calm and professional in a fast-paced, high-volume environment.
Work Hours: 7:30 am to 4:30 pm, Monday through Friday, some overtime
Required Qualifications:
- 3 years experience in customer service contact centers
- Proven track record of effectively handling a large volume of inbound and outbound calls
- Strong Communication and People Skills
- Expert ability at converting incoming customer calls into booked service appointments
- Experience in offering membership-based services
- Expert ability to respond to customer requests and resolving issues while promoting the brand
- Proficiency in Microsoft Office & Web-Based Software Navigation
- Focused attention to detail
What You'll Do
- Handle a high volume of inbound and outbound calls daily
- Convert incoming calls into booked service appointments
- Proactively make outbound calls to drive revenue opportunities (maintenance, memberships, follow-ups, unsold estimates)
- Provide exceptional customer service while identifying additional needs
- Accurately capture customer details to ensure technicians are set up for success
- Coordinate scheduling and prioritize calls based on urgency and revenue impact
- Support dispatch and field teams to maximize efficiency and job completion
Salary : $25 - $29