What are the responsibilities and job description for the Customer Service Representative position at Kuhlman Electric™?
Position Overview:
The primary function of this position is to provide high-quality, customer-centric support to potential new or existing customers. As the primary point of contact for phone calls, the Customer Experience Specialist is responsible for answering customer questions and scheduling estimate appointments and service calls.
Scope of Responsibilities:
- Customer Interaction & Engagement
- Respond promptly and professionally to customer inquiries via phone, email and chat channels.
Identify and assess customers' needs to achieve high levels of satisfaction.
Provide outstanding support by quickly resolving issues and guiding clients through products or services.
Demonstrate excellent phone etiquette and go the extra mile to engage customers.
Conduct outbound calls to follow up with clients, gather feedback, or promote new offerings.
- Scheduling & Route Optimization
Respond to all email leads and discern between estimates or service calls to schedule accordingly.
Review estimator schedules for accuracy and ensure suitable driving routes are established.
Review canceled estimate appointments and proactively contact customers to reschedule
- Record Keeping & Data Management
Open and maintain the customer database with complete and accurate information.
Maintain precise records of all customer interactions using technology, data entry, and CRM systems.
Analyze customer feedback and service data to identify trends and recommend improvements.
- Problem Resolution & Policy Compliance
Address customer concerns or issues in a timely manner and follow up to ensure full resolution.
Follow all established communication procedures, guidelines, and company policies.
Perform other related duties as assigned by management.
Requirements
- Education: Associate degree required; Bachelor’s degree preferred.
- Experience: 2-4 years of proven experience in customer service, call center roles, or client support preferred.
- Communication: Strong verbal and written communication skills in English; bilingual skills are a plus.
- Technical Skills: Excellent data entry skills with high attention to detail and typing accuracy.
Core Competencies:
- Ability to handle high-volume calls with professionalism and patience.
- Strong multitasking, prioritization, and time-management skills.
- Ability to work well independently and as part of a team in a fast-paced environment.
- Familiarity with outbound calling and sales techniques is desirable