Customer Service Representative

Pye-Barker Fire & Safety • Ephrata, PA

1d • $19 - $21 • Onsite

About The Position

This is a fast-paced position for someone who enjoys helping customers, solving problems, staying organized, and being able to juggle multiple responsibilities at once. The right candidate will be comfortable working in a high-volume environment where every day can bring different customer needs, scheduling challenges, and service requests.

Requirements

• High school diploma or equivalent.
• Customer service or call center experience
• Dispatch or CED operations experience
• Service scheduling experience
• Field service experience
• HVAC, plumbing, electrical, or other home-service industries experience
• Billing and payment processing experience
• Data entry experience
• Logistics or transportation experience
• Appointment scheduling experience
• Technical customer support experience
• Administrative or office support experience

Responsibilities

• Answering a high volume of incoming customer phone calls while providing friendly, professional customer service.
• Responding to customer emails and following up on customer questions, concerns, and service needs.
• Entering and maintaining important customer information accurately in multiple computer systems.
• Working with sensitive and confidential customer information and maintaining a high level of discretion.
• Taking customer payments and assisting with billing, invoices, and account information.
• Scheduling service appointments based on customer needs, technician availability, and geographic location.
• Using knowledge of geography and service areas to place appointments efficiently and help create effective technician routes.
• Coordinating and dispatching service jobs to field technicians.
• Communicating customer and job information accurately to technicians and other team members.
• Monitoring schedules and making adjustments when appointments are canceled, delayed, changed, or need to be rescheduled.
• Troubleshooting basic technical issues and assisting customers or team members with common software, equipment, or service-related problems.
• Recognizing when an issue needs to be escalated and getting the appropriate person involved.
• Working with 3+ computer monitors and multiple software programs at the same time.
• Entering and checking information across multiple systems while simultaneously handling phone calls, emails, scheduling, and customer requests.
• Maintaining accurate records and paying close attention to details to prevent errors.
• Prioritizing multiple tasks and staying organized during busy periods.
• Providing a positive and professional customer experience from beginning to end.
• Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
• Performs other duties as assigned.

Benefits

• Excellent pay
• Medical, dental, vision
• Company paid life insurance
• Company paid short-term disability
• 401K with employer match
• Paid vacation and company holidays
• Training and Career Development
• Company vehicle (if job applicable)
• Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED