CSR - Customer Service Rep

Maffei Services•Rowley, MA

1d•$20 - $30•Hybrid

About The Position

Maffei Services is the trusted expert for residential plumbing & HVAC services in the North Shore of Massachusetts and Southern New Hampshire area. We believe in offering the best value and service to our customers as well as to our employees. This role involves promoting customer satisfaction by converting incoming customer calls into booked service appointments, evaluating customer calls and matching the right technician to every job, learning the call script to sound professional and authentic, learning the business and prioritizing urgent customer calls, ensuring a quality customer experience by relaying detailed and accurate information to technicians, recording and reporting service calls, participating in training for professional growth and development, and updating customers on technician progress.

Requirements

Ability to achieve the described responsibilities and find the role fun and challenging
Ability to work in a place where you will be appreciated by your team and customers
Ability to work where your work has a direct effect on the success of the company
Pre-employment background checks and drug tests are required

Nice To Haves

Experience in customer service
Experience in the plumbing or HVAC industry

Responsibilities

Promote customer satisfaction by converting incoming customer calls into booked service appointments
Evaluate customer calls and match the right technician to every job
Learn the call script in order to sound professional and authentic when speaking with our customers
Learn the business and learn how to prioritize the most urgent customer calls
Ensure a quality customer experience by relaying detailed and accurate information to the technicians in the field
Record and report the service calls
Participate in training so that you grow and develop as a professional
Update customers throughout the day on the technician’s progress