Customer Service Rep (CSR)

Job Summary

The Customer Service Representative (CSR) facilitates inbound and outbound interactions via telephone, email, and live chat to ensure delivery of outstanding customer service through demonstration of skill and expertise in general customer service, and Signature product knowledge. The CSR fosters trust in every interaction and maximizes customer satisfaction to grow and maintain customer relationships, and guarantee repeat business.

Reports To:

Customer Service Manager

Duties & Responsibilities

• Answer inbound calls quickly and professionally. 
• Perform outbound calls to customers with intent to schedule by offering specials or reminders of routine service.
• Communicate with customers verbally, by text, and by email correspondence.
• Accurately book appointments for All Departments
• Utilize good judgment and understanding of company policies to effectively make decisions and resolve customer issues.
• Maintain daily performance goals.
• Maintain product knowledge of VIP Membership plans and provide options to customers as sales.
• Maintain and update Service Titan with complete & accurate information.
• Perform On Call duties in weekly On Call rotation.
  • This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive, but representative; other duties may be assigned.

Competencies for Success

• Customer Focus
• Communication
• Dependability & Productivity
• Interpersonal Skills
• Organization Skills
• Quality
• Results Orientation
• Adaptability
• Initiative
• Problem Solving
• Results Driven
• Sense of Urgency
• Teamwork

Required Skills & Abilities

• HVAC & Plumbing knowledge preferred
• An effective communicator who understands the importance of listening and being empathetic
• Ability to work and grow in a fast-paced, high volume call center environment.
• Open to feedback to support your performance and development.
• Willingness to learn new skills and ability to adjust to changes quickly.
• Proficiency with computers (ability to navigate within multiple screens) & a good typist.
• Very reliable and trustworthy

Education & Experience

• High School Diploma or Higher preferred 
• Minimum 1 year of customer service experience preferred

Physical Demands

• Must be physically able to lift, lower, push, and pull objects of up to 25 lbs. unassisted.
• Ability to stand, walk, climb, bend, stoop, and crouch for extended periods of time.

Work Environment & Conditions

• Office environment.

Work Schedule

• Schedules vary and may include: (days) M/T/W/Th/F, M/W/Th/F/Sat, M/T/W/F/Sat, and (times) 7A-3:30P, 7:30A-4P, 8:30A-5P, 9A-5:30P, and 11A-7:30P. Periodic rotational on-call work may also be required.

Remote Work Eligibility

• Not Eligible

Travel Requirement

• None