What are the responsibilities and job description for the Customer Service Representative position at BODEK INC.?
Company Description
BODEK INC. is a locally owned and operated company that has served New York’s Southern Tier since 2005, including Binghamton, Vestal, Endicott, Johnson City, Owego, and surrounding areas. The company provides comprehensive plumbing, heating, air conditioning, and septic services and is an Elite Mitsubishi Diamond Contractor. BODEK INC. is known for timely, thorough, and professional service, with technicians who clearly explain their work and treat every job with the care they would give to a family member or close friend. The team supports customers with routine maintenance, system upgrades, and 24/7 emergency services, working on a wide range of makes and models and energy-efficient equipment. BODEK INC. has a strong track record of reliability during regional emergencies, offering fast, responsive service when customers need it most.
Role Description
The Customer Service Representative is a full-time, on-site role based in Binghamton, NY. This position is responsible for answering inbound calls, responding to customer inquiries, and scheduling service appointments for plumbing, heating, air conditioning, septic, and related services. Day-to-day tasks include providing accurate information about services, prices, and availability, coordinating with technicians and dispatch to ensure timely service, and updating customer records in company systems. The role also involves handling customer concerns, following up after service visits to support customer satisfaction, and communicating clearly with both customers and internal teams. The Customer Service Representative helps maintain BODEK INC.’s reputation for friendly, professional, and responsive service.
Qualifications
- Manage incoming phone calls and online service requests.
- Schedule, dispatch, and manage service requests.
- Organize and maintain the on-call rotation schedule.
- Identify and assess customers’ needs to ensure satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information.
- Meet personal and customer service team sales targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Assist in onboarding new hires.
- Follow communication procedures, guidelines, and policies.
- Go the extra mile to engage customers and show care.
- Additional responsibilities may be assigned based on need and demand, and employees will receive the necessary training.
We offer paid time off, insurance and retirement plans.