Customer Service Representative

Mario Purchaser LLC•Federalsburg, MD

33d•$17 - $19

About The Position

At Service Today, every team member plays a vital role in delivering courteous, reliable service to residential customers in our region. We pride ourselves on honesty, integrity, and delivering peace of mind with each job completed. In short, when you join Service Today, you're joining a team that values your skill and dedication, equips you with the tools and support you need, and empowers you to grow—while helping homeowners feel safe and comfortable, right when they need it most.

Requirements

Ability to demonstrate a positive, friendly and helpful demeanor at all times
Ability to demonstrate active listening skills
Exceptional oral and written communication skills
Professional and collaborative with other internal staff
Self-starter with strong self-accountability mindset in achieving set individual and team goals
Ability to work in a fast-paced environment with multiple priorities
Attention to detail and good organizational skills
Receptive to coaching for improved performance
Able to work a flexible schedule including evenings, weekends and holidays shift

Nice To Haves

Bilingual Spanish Speaking is a plus.
3+ year experience working in a customer service role
Proficient in Microsoft Office
Sales experience a plus

Responsibilities

Successfully convert requests for service into booked appointments to meet individual and team KPI goals
Correctly identify customer needs and overcome objections that may impede call booking
Accurately collect and enter all necessary customer information into the service database
Answers all calls with a sense of urgency while providing superior customer service at all times
Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
Follow-up with customers to ensure overall satisfaction with customer experience and service
Effectively handles all other lead sources; such as web leads and answering service messages.
Successfully performs opening and closing duties.
Ensure safety best practices are followed in the field.
Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of
Responsible for the distribution of service window updates to all service teams.
Capture and distribute customer concerns to the appropriate service team(s).
Other duties as assigned.