Customer Service Representative

Aston Carter•Emmaus, PA

6d•$20 - $24•Onsite

About The Position

This onsite, contract-to-hire role supports a busy service team during a high-demand season and provides coverage during employee leave. The representative handles a high volume of homeowner calls, schedules service and preventative maintenance appointments, and accurately documents customer and service information across multiple systems. The position requires a quick learner with strong computer skills who can remain professional and empathetic in a fast-paced, customer-focused environment. The initial contract term is approximately six months, with the potential to transition to a permanent position. The role is based in Emmaus, Pennsylvania, in a service-oriented office. The standard schedule is Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour lunch break. During peak summer and winter seasons, the schedule includes seasonal overtime, rotating shifts extending to 6:00 PM, and a rotating four-hour Saturday morning shift. The work involves frequent interaction with homeowners and the service team and relies heavily on phones, proprietary service software, and Microsoft Office tools.

Requirements

Proven customer service experience in a high-call-volume environment.
Ability to manage 50 or more inbound calls daily while remaining professional, efficient, and organized.
Ability to remain calm, composed, and empathetic with upset or stressed customers and de-escalate situations under pressure.
Strong computer proficiency, including navigating multiple systems and performing fast, accurate data entry.
Ability to learn new proprietary software and internal processes quickly.
Proficiency with Microsoft Excel, Word, and Outlook.
Excellent verbal communication skills and a clear, professional phone presence.
Active listening skills and ability to gather complete, accurate information from customers.
High attention to detail and accuracy in data entry, documentation, and scheduling.
Strong organizational skills and ability to manage competing priorities in a fast-paced environment.
Comfort working structured schedules that may include seasonal overtime and rotating shifts.

Nice To Haves

Experience in medical offices, healthcare, construction, trades, or dispatch.
Experience managing time-sensitive, high-stress customer interactions.
Prior dispatch or service coordination experience; not required.
Interest in a contract-to-hire opportunity with the potential to convert to a permanent position.

Responsibilities

Handle at least 50 inbound calls per day from homeowners, including upset customers and urgent situations.
Schedule service calls and preventative maintenance appointments accurately and efficiently.
Gather, verify, and document customer information and service details for dispatch and service coordination.
Make outbound follow-up calls to confirm appointments, provide updates, or obtain additional information.
Enter and update customer and service information in proprietary service software and related systems.
Use Microsoft Excel, Word, and Outlook for communication, documentation, and coordination.
Maintain a professional, empathetic, and courteous demeanor while managing competing priorities.
De-escalate challenging customer interactions through active listening, empathy, and clear, solution-focused responses.
Navigate multiple computer systems while maintaining fast and accurate data entry.
Support dispatch and service coordination by ensuring information is complete, current, and clearly communicated to the service team.

Benefits

Medical insurance, if eligible.
Dental insurance, if eligible.
Vision insurance, if eligible.
Critical Illness, Accident, and Hospital coverage, if eligible.
401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
Voluntary life insurance and AD&D coverage for the employee and dependents, if eligible.
Short- and long-term disability coverage, if eligible.
Health Spending Account (HSA), if eligible.
Transportation benefits, if eligible.
Employee Assistance Program, if eligible.
Time off or leave, such as PTO, vacation, or sick leave, if eligible.