Inbound Customer Service Representative

A-ADVANCED SEPTIC SERVICES INC•Auburn, WA

4d•$20 - $26•Onsite

About The Position

We are seeking a dedicated and enthusiastic Inbound Customer Service Representative to join our team. This role is essential in providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive experience. Qualified candidates will have experience in service-based industries such as septic, sewer, plumbing, or HVAC. The ideal candidate is customer-focused, reliable, honest, and thrives in a fast-paced service environment. This individual must be able to work independently and collaboratively while consistently delivering a high level of service.

Requirements

5+ years of experience in a fast-paced, high-volume call center
5+ years of experience in the septic, sewer, plumbing, HVAC, or similar service industry
Strong experience with dispatch software (ServiceTitan strongly preferred)
Proven track record of delivering exceptional, high-level customer service
Strong written and verbal communication skills for interacting with customers, vendors, and internal teams
Strong phone etiquette with the ability to handle a high volume of inbound calls professionally
Strong typing and data entry skills with high accuracy
Ability to quickly analyze situations and provide effective solutions under pressure
Detail-oriented with strong organizational and multitasking skills
Self-motivated with the ability to work independently with minimal supervision
Comfortable working in a team environment and collaborating across departments
Strong work ethic, reliability, and consistency in performance
Willingness to work a rotating on-call schedule after the training period
English proficiency (verbal and written) is required to perform essential job duties.

Nice To Haves

Familiarity with sales techniques is a plus

Responsibilities

Respond promptly to inbound customer inquiries via phone, email, or chat
Use broad industry knowledge to resolve issues related to products and services
Maintain professional phone etiquette in all customer interactions
Analyze customer requests and provide accurate information and solutions
Document all customer interactions in the database for record-keeping
Perform accurate and timely data entry to ensure customer records are up to date
Meet service response time goals consistently
Meet daily close rate goals
Conduct outbound calls to follow up on customer issues or feedback and re-engage past customers to generate additional business opportunities
Communicate with customers clearly, professionally, and with empathy
Support sales efforts by promoting relevant products or services during interactions
Receive incoming calls and make outbound calls
Provide sales support and accurate product and service information
Consistently book service calls accurately and efficiently
Complete data entry in ServiceTitan dispatch system
Maintain accurate records of service calls and related information
Determine service charges, collect deposits/payments, or arrange billing
Perform other duties as needed, including cross-training in related roles

Benefits

Company Paid Medical for Employees ($25.00 bi-weekly employee contribution)
Dental Insurance – Supplemental Available (After 2 months)
Vision Insurance – Supplemental Available (After 2 months)
Company Paid $25,000 Life Insurance
401K - 4% Company Match
Paid Sick Leave - Earn 1 hour of sick leave for every 40 hours worked. Eligible for use after 90 days.
Paid Time Off (PTO) Plans - Available after 1 year of employment and tiered based on tenure.
Supplemental Insurance Options Available (Includes short-term and long-term disability, critical illness, accident, life insurance, and more)
Pet Insurance – Supplemental Available through United Healthcare
Professional Development Opportunities
Referral Bonus Program
Employee Discount Program
6 Paid Holidays (After 6 months of employment)
Veterans Day as an Additional Paid Holiday for Veterans and Active Military Members (After 6 months of employment)