Benefits:

Dental insurance

Free uniforms

Health insurance

Paid time off

Profit sharing

Tuition assistance

Vision insurance

Customer Service Representative

Job Description

Position Title: Customer Service Representative

Reports to: Customer Care Center Manager

Pay Classification: Non-Exempt

Pay Type: Hourly

Summary

The Customer Service Representative (CSR) is the first point of contact for customers, responsible for delivering exceptional service by handling inbound calls, scheduling service appointments, addressing customer inquiries, and resolving issues efficiently. The CSR will work closely with the operations, dispatch, and service teams to ensure a seamless customer experience.

Duties and Responsibilities

Customer Communication: Answer incoming calls and emails from customers, addressing inquiries, resolving complaints, and providing information on services.

Scheduling: Coordinate and schedule service appointments based on customer needs and technician availability, ensuring optimal efficiency.

Data Entry: Accurately enter customer information and service requests into the company's CRM system.

Customer Support: Assist customers with service status updates, billing questions, and general inquiries in a professional and friendly manner.

Problem Resolution: Identify and resolve customer concerns promptly, escalating complex issues to the appropriate department when necessary.

Follow-Up: Perform post-service follow-up calls to ensure customer satisfaction and gather feedback for continuous improvement.

Collaboration: Work closely with the dispatch team to ensure that service requests are handled in a timely manner, and with the accounts receivable team to address any billing issues.

Product Knowledge: Maintain an up-to-date understanding of company services, promotions, and pricing to provide accurate information to customers.

Requirements and Qualifications

● High school diploma, GED, or equivalent

● Prior experience in a customer service role

● Strong communication skills, both written and verbal.

● Proficiency with Microsoft Office and CRM software (experience with [Insert Specific Software] is a plus).

● Ability to handle stressful situations and resolve customer complaints with patience and professionalism.

● Strong organizational skills and attention to detail.

● Customer-focused mindset with a commitment to providing excellent service.

● Ability to multitask and prioritize in a fast-paced environment.

● Problem-solving skills and the ability to make decisions quickly.

● Team-oriented with a collaborative attitude.

OUR TEAM MISSION

The relentless pursuit and commitment to excellence, for our Albuquerque Plumbing Family, our Customers, and our Industry.