Customer Service Specialist

Zoom Drain•Plymouth Meeting, PA

16h

About The Position

At Zoom Drain, we take great care in cultivating the careers of our employees. We offer training and room for growth because we recognize that career advancement is a large part of job satisfaction. The Customer Service / Dispatcher role is an integral part of our operations — our operational efficiency starts here. Your mission: route the right technician, to the right call, at the right time.

Requirements

Proficiency with ServiceTitan software (required)
Previous experience in the home services industry (required)
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of customers
Excellent communication skills
Ability to multi-task, prioritize, and manage time effectively

Nice To Haves

English/Spanish Bilingualism preferred

Responsibilities

Effectively manage incoming calls
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Meet personal/team sales targets and call handling quotas
Schedule & communicate with technicians to meet customer requirements
Assign work orders based on priority to the available workforce
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures, guidelines, and policies
Go the extra mile to engage customers