What are the responsibilities and job description for the Customer Service Representative position at Black Diamond Plumbing & Mechanical, Inc?
Position: Customer Service Representative
Reports to: Office Manager
Two shifts available: 8am-4:30pm & 8:30am-5pm, both Monday thru Friday with weekend rotation
Pay Scale: $20/hour
Customer Service Representative Position Summary:
This position is primarily responsible for providing customer service over the phone to obtain complete and accurate information while assisting customers in a timely manner. The position also includes dispatching calls to technicians as well as various administrative duties.
Customer Service Representative Job Duties and Responsibilities:
- Answer inbound phone calls to schedule jobs and handle customer service inquiries
- Initiate outbound phone calls for scheduling of service calls
- Handle various customer inquiries and requests efficiently and accurately
- Dispatch the correct technician (based on qualifications, geography, customer preference) to each job
- Utilize Service Titan software to effectively plan and dispatch jobs
- Proactively communicate with customers regarding estimated arrival times, technician details, etc.
- Communicate with technicians regarding availability, expected completion time, etc.
- Ensure accuracy of details (customer name, phone number, address, etc.) on all scheduled calls
- Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company
- High interaction with service technicians and various customers from residential to commercial
- Additional duties as assigned
Customer Service Representative Qualifications:
- High school diploma or equivalent (GED)
- Minimum of 3 years relevant work experience in customer service environment
- Previous dispatch experience a plus
- Strong verbal and written communication skills
- Plumbing, Electric & HVAC experience a plus
- Attention to detail
- Ability to manage priorities and workflow
- Ability to deal effectively with a diversity of individuals at all organizational levels
- Versatility, flexibility and a willingness to work within constantly changing priorities
- Proficient in Microsoft Office
- Ability to commute to the McHenry, IL office on a daily basis
- Ability and willingness to work weekends
Customer Service Representative Benefits:
- Medical, Dental & Vision Insurance
- Supplemental AFLAC Insurance Options
- 401(k) Plan with Company Match
- Paid Time Off (PTO)
- Paid Holidays
- Tuition Reimbursement
- On-site training facility for continuous employee development
- Company-provided Life Insurance
- Employee discounts on company-provided services
Salary : $20