What are the responsibilities and job description for the Customer Service Representative position at Lon Lockwood Electric?
Position Title: Customer Service Representative
Pay Range: $18–$23 per hour
Location: Webster, NY
Schedule:
Full-Time
Monday – Friday 8:45 AM – 5:00 PM
Benefits:
- Single health & dental insurance policy paid in full
- 4 weeks PTO
- 7 paid holidays
- Simple IRA with 3% company match
- Company swag and team events
- Career growth opportunities and professional development
- Family-led business with hands-on leadership
Requirements
- Detail-oriented and flexible
- ServiceTitan experience is a plus
- Excellent communication skills
- Critical thinking and problem-solving abilities
- Positive attitude and willingness to learn
Position Summary
As a Customer Service Representative at Lon Lockwood Electric, you’ll be the first point of contact for customers, booking service calls, answering inquiries, and ensuring a smooth experience from start to finish. With pay of $18–$23 per hour plus bonuses, this role offers reliable income, comprehensive benefits, and the opportunity to thrive in a growing, family-led company.
The ideal candidate is organized, detail-driven, and proactive, thriving in fast-paced, high-volume environments while maintaining a positive attitude. You’ll succeed if you enjoy building trust with customers, supporting the operations team, and being a reliable, consistent force behind the scenes.
Responsibilities
- Book the call with a yes mentality.
- Answer and book all incoming calls
- Maintain an Adjusted Booking % of 75-80% or higher
- Maintain an Abandon Rate of 5% or less
- Ensure the 3-Day Call Board is full 95-100% of the time
- Get report from DSR on overnight calls
- Respond to all leads within 30 minutes.
- Review overnight chat messages to determine the customer’s need
- Verify the number of technicians available with the Dispatcher
- Set the number of calls needed
- Update the 3-Day Call Board on Nexstar Website
- Daily Huddle: Report previous days statistic
- Follow the Inbound Script Process
- Prepare: be fully prepared to book service calls in accordance with company goals
- Greet: Set the tone for the remainder of the call, create a positive first impression and establish trust and credibility.
- Explore: Ask questions to uncover the caller’s wants, needs, and other key information.
- Present: Build value with scripting before quoting the price. Set the agenda for the service professional so the customer knows what to expect once the service professional arrives.
- Execute: BOOK THE CALL!! Provide pricing and appointment availability, verify information collected and explain payment terms.
- Wrap-Up: Set payment expectations, thank the customer for choosing Lon Lockwood Electric.
- Follow up on all leads from previous day – attempt to get the call scheduled/rescheduled
- Review personal calls. Classify all abandoned calls daily.
- Proactively make outbound calls utilizing the outbound script to fill the board (as needed)
- Maintain an Outbound conversation rate of 10% or greater
- Back up DSR with the Dispatch Process
Pay: $18.00 - $23.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
Salary : $18 - $23