CSR-in office
About The Position
As a Customer Service Representative, you will be the face and voice of the company, providing outstanding customer service and ensuring a positive experience for residential clients. You will manage customer inquiries, schedule service appointments, and support technicians and service teams. Strong communication and problem-solving skills, along with a dedication to customer satisfaction, will contribute to the company’s success and growth. The schedule is Tuesday through Saturday, 9 a.m. to 6 p.m., at the Snellville office. The company describes a team-oriented environment with opportunities for career growth and training.
Requirements
- Previous customer service experience, preferably in a service-oriented industry.
- Excellent verbal and written communication skills and a friendly, professional demeanor.
- Strong problem-solving skills and ability to think quickly.
- Strong organizational and multitasking abilities to manage a high volume of inquiries and service requests.
- Computer proficiency, including experience with customer service software, CRM systems, and Microsoft Office Suite.
- Ability to remain calm and composed in high-pressure situations, with empathy and conflict-resolution skills.
- Positive attitude, strong work ethic, and genuine interest in providing exceptional customer service.
- Ability to work collaboratively in a team environment.
- High school diploma or equivalent.
Nice To Haves
- Familiarity with HVAC, plumbing, or electrical terminology and concepts.
Responsibilities
- Answer incoming customer calls and inquiries in a friendly, professional, and timely manner.
- Listen to customer concerns, questions, and service requests, and work to resolve issues promptly.
- Schedule service appointments and dispatch technicians based on availability, customer preferences, and urgency.
- Coordinate with technicians and service teams to support efficient scheduling, optimize travel routes, and minimize downtime.
- Provide customers with accurate information about services, pricing, appointments, and other inquiries.
- Maintain organized customer records and document interactions, service requests, and special instructions.
- Help customers troubleshoot minor issues over the phone before dispatching a technician when appropriate.
- Share job details, customer information, and updates with service technicians.
- Follow up after appointments to check customer satisfaction, address concerns, and obtain feedback.
- Handle complaints and escalations professionally and seek effective resolutions.
- Stay informed about company services, policies, and procedures.
- Assist with data entry, invoicing, and service reports as required.
- Collaborate with team members and departments to support seamless service delivery and a positive customer experience.
Benefits
- Medical, dental, and vision packages, including fully employer-paid options.
- 401(k) with company match.
- Performance pay tied to results.
- Leadership training and career growth opportunities.
- Continuous education stipends.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
