Customer Service Representative

Call Center Representative

The Call Center Representative plays a critical role in ensuring exceptional customer service by managing inbound and outbound calls, scheduling service appointments, addressing customer inquiries, and resolving issues effectively. This position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

Key Responsibilities

Customer Interaction and Service

• Answering incoming calls promptly and professionally
• Scheduling and coordinating plumbing and mechanical service appointments using the company's scheduling software
• Providing accurate information about services, timelines, and availability
• Resolving customer inquiries and complaints with a focus on first-call resolution
• Following up with customers after service to ensure satisfaction and address any concerns
• Reaching out to customers enrolled in membership plans to schedule services and maintenance checks

Communication and Documentation

• Maintaining accurate customer records and documenting all interactions in the CRM system
• Escalating complex issues to the appropriate department or supervisor when needed
• Confirming upcoming appointments and sending reminders to help reduce no-shows

Sales and Upselling

• Identifying opportunities to upsell additional services or maintenance plans in a helpful, customer-first way

Call Management and Performance

• Adhering to call scripts and customer service standards to maintain a consistent and positive experience
• Meeting or exceeding performance metrics like call handling time, customer satisfaction scores, and appointment conversion rates

Qualifications

• A high school diploma or equivalent (required)
• Prior experience in customer service, call center, or administrative support (preferred)
• Strong phone etiquette and active listening skills
• The ability to multitask, stay organized, and handle pressure in a busy environment
• Basic computer skills, including experience with scheduling systems and CRM platforms
• A positive, team-focused attitude and a genuine desire to help others

Benefits

• Competitive hourly pay: $18-$22/hour, based on experience
• Full benefits for full-time employees
• A welcoming and supportive work environment
• Opportunities to grow with a fast-growing, family-owned company