What are the responsibilities and job description for the Weekend Customer Service Representative (Weekend Shifts Required, Flexible Weekday Shifts) position at Hero Home Services?
Overview
Customer Service Representative (CSR)
Job Summary:
At Hero, we’re more than a service provider; we’re a partner in ensuring comfort, safety, and community well-being for the Twin Cities. Our Customer Service Representatives support this mission by providing an exceptional customer focused experience across calls, texts and emails. As a CSR you’ll work closely with our Dispatch team to ensure our service experts are running at capacity and to provide our customers with a seamless experience from their initial call all the way through their service appointment and beyond.
Hours:
- Saturday and Sunday Required
- Saturday Sunday Shift: 9am-5:30pm
- Flexible "You Pick" Schedule for the remaining 3 days, Monday through Friday
- Overtime is offered by management when available, and may at times be required
Essential Job Duties:
- Answer and book incoming calls, emails, and other requests while providing an exceptional experience to the customer.
- Make outbound calls to book and confirm existing and potential customers to fill the dispatch board to full capacity.
- Adhere to the company policy for customer concerns and work to resolve them efficiently and effectively.
- Update and maintain information in our customer database with accuracy.
- Practice first call resolution when handling calls.
- Other duties as assigned by management.
Knowledge, Skills, and Abilities:
- Knowledgeable on current processes and procedures, promotions, coupons, and any other necessary information.
- High attention to detail and organizational skills.
- Ability to work independently and adapt to change.
- Able to communicate professionally, clearly and concisely with other team members, management, and customers.
- Demonstrates a strong ability to multi-task and problem solve with a sense of urgency.
- ServiceTitan experience preferred, but not required.
- Ontime and prepared to work before the scheduled start time for your shift.
Pay & Incentives:
- 40 hours per week at the hourly pay as negotiated upon hire
- Weekly performance incentives
- Pay increases are given based upon our Hero CSR Performance Levels, not based on time employed with company
- Full benefits, including medical, vision and dental insurance plus 401k and employee discounts
