Customer Service Representative

Responsibilities

• Dispatch, schedule and close out calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within an office environment.
• • Answer all incoming calls in a pleasant, empathetic manner. Must be able to carry on a pleasant conversation with clients, as your voice is the customer’s first impression of our company
• • Must be able to handle multiple duties back to back, such as answering more than one phone line, taking information quickly, completely and accurately and dispatching the information to technicians. Training provided
• • Maintain scheduled calls on the dispatch board, making sure that all calls are scheduled with the appropriate technician and update customers as needed of technicians ETA
• • Answer incoming calls from customers related to service, billing, and other departments
• • Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
• • Manage customer concerns and work to resolve them efficiently and effectively
• • Maintain several social media platforms
• • Must be able and willing to assist in various unlisted administrative functions as required

Experience Requirements

• Prior Service Experience a Plus.

Desired Skills

• This Job Is Ideal for Someone Who Is:
• • Dependable — more reliable than spontaneous
• • People-oriented — enjoys interacting with people and working on group projects
• • Detail-oriented — would rather focus on the details of work than the bigger picture
• • High stress tolerance — thrives in a high-pressure environment
• • Autonomous/Independent — enjoys working with little direction

Qualifications

• • High school diploma or equivalent
• • 1-3 years experience in a customer service and or dispatcher environment
• • Intermediate knowledge of concepts, practices, and procedures related to HVAC (plumbing, construction industries)
• • Proven ability to process high volumes of work with great accuracy
• • Basic knowledge of Microsoft Office applications (Outlook, Excel and Word)
• • Knowledge of social media platforms

Benefits

• Vacation, insurance and 401K available.

Incentives

• Efficiency in the office.

Hours

Typical is 8-4 but can vary