Client Services Representative

Job Overview:

We are seeking a highly skilled Customer Service Representative to join our team. You’ll be responsible for handling a high volume of inbound and outbound calls, ensuring 100% customer satisfaction. The ideal candidate is a quick thinker, can work well under pressure, and is able to make sound judgment calls while maintaining empathy and professionalism.

Key Responsibilities:

• Handle a high volume of inbound and outbound calls, booking appointments at a high conversion rate.
• Quickly identify client requests or concerns, providing efficient and effective solutions.
• Use critical thinking to solve problems, making sound decisions to ensure client satisfaction.
• Show empathy and take full ownership of each client’s experience.
• Address service cancellation requests, persuading clients to retain memberships or appointments.
• Accurately record detailed client interactions and actions taken.
• Meet productivity goals while maintaining high call quality and following call flows and scripts.
• Work independently, completing tasks without requiring follow-up.
• Perform other duties as assigned.

Skills & Qualifications:

• Experience handling a high volume of calls in a fast-paced environment.
• Sales experience is preferred.
• Exceptional phone and interpersonal communication skills.
• Strong judgment to make sound business decisions and resolve issues calmly and diplomatically.
• Ability to type at least 40 WPM while communicating effectively on the phone.
• Ability to work independently and efficiently.
• Familiarity with ServiceTitan is a plus.

Education & Experience:

• 2-3 years of diverse call center experience.

Physical Demands:

• Regularly required to sit, type, and use hands for handling tasks.
• Frequent speaking and listening for communication with clients and team members.
• Occasionally required to stand, walk, or stoop, and may need to lift up to 25 lbs.

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About HELP

For more than 80 years, HELP has provided HVAC, plumbing, and electrical services to families throughout Cincinnati, Northern Kentucky, and Southeast Indiana. To ensure that our clients’ expectations are exceeded, HELP takes great care when selecting individuals to join the team. Our employees embrace our commitment to do the job right the first time with good equipment and materials, with honesty and without shortcuts. By embracing this policy, our employees prosper right along with the company and enjoy solid job security. Not a heating, cooling, plumbing or electrical expert? Don’t worry. We can teach you everything you need to know!

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.

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