Customer Service Representative

Aston Carter•Emmaus, PA

22h•$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 details across multiple systems. The position is suited to a quick learner with strong computer skills who can work professionally 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 standard schedule is Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour lunch break. Peak summer and winter seasons include seasonal overtime, rotating shifts extending to 6:00 PM, and a rotating four-hour Saturday morning shift. The role is based in a service-oriented office and involves frequent interaction with homeowners and the service team, as well as extensive use of phones, proprietary service software, and Microsoft Office tools. The pay range is $20.00–$24.00 per hour. Benefit eligibility depends on job classification and length of employment; eligible temporary-role benefits may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

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 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, customer-focused 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.

Responsibilities

Handle at least 50 inbound calls per day from homeowners, including customers who may be upset, frustrated, or facing 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 of service activities.
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 keeping information complete, current, and clearly communicated to the service team.