CSR

Job description

Position: CSR Reports to: Jeff McGee

The CSR responsibilities are to respond promptly to customer inquiries and concerns via phone, emails, or chat. The CSR will also be responsible for scheduling appointments, follow-ups and maintaining the database for any changes. They will work closely with the Service Techs to ensure customers are receiving the best services and products.

The essential functions include, but are not limited to the following:

• Providing great customer Service and Administrative support
• Answering incoming calls and make outgoing calls
• Scheduling CC Tune-Ups
• Schedule appointments, set up new customer accounts, updating existing accounts within Service Titan
• Confirming next day’s appointments
• Sales: Provide customers necessary information regarding Duct and Dryer Vent Cleanings
• Dispatch Service Technicians
• Debrief Technicians regarding customer concerns, sales incentives and appointment follow ups
• Maintain schedule flow and adjust as needed
• Note when tune ups are scheduled or VM left & when tune up are completed
• Make confirmation calls for next day appointments
• Process payments
• Other duties as assigned

Minimum Qualifications

Requirements and Qualifications:

• High school diploma or equivalent
• 1 years of experience in customer service
• Excellent Customer Service skills
• Must pass a background check and drug screening
• Able to work independently and as part of a team
• Excellent oral, written, and interpersonal communication skills
• Customer Service and phone etiquette

Physical Demands and Work Environment

Physical Demands:

• Climbing up and down ladders or stairs from time to time.
• Moderate lifting may be required (15-20) pounds.
• Ability to work more than 40 hours per work week and up to 12 hours per day.

Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods sitting and working at a computer.
• Service center environment with moderate noise level.
• Dress code is business casual.

This position is in the office Monday thru Friday 8am to 5pm

Benefits

• Health insurance
• Dental insurance
• Employee discount
• Paid time off
• Traditional 401K Roth IRA with 4% Employer match

Competencies

Excellent communication skills including active listening. Strong written and verbal communication skills. Service-oriented and able to resolve customer grievances. Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs. Ability to prioritize tasks according to importance in a fast-paced environment.

Education and Experience

Requires a high school diploma and/or equivalent. Previous customer service experience is preferred. Must have experience with Microsoft Office Suite.