Call Center Customer Service Rep (Client Care Support)

Job Description

Job Description

Job Type: Full-Time, Non-Exempt
Compensation: $20.00–$22.00 per hour
Department: Client Care
Reports To: Client Care Manager

Position Summary

The Client Care Representative is responsible for answering incoming calls, assisting customers with questions and concerns, scheduling service appointments, entering customer information, and providing administrative support to the service department. This position serves as a primary point of contact for customers and is responsible for providing professional and accurate communication throughout the customer interaction.

Essential Duties & ResponsibilitiesCustomer Service & Communication

• Serve as an ambassador and spokesperson for Brothers Plumbing, Heating & Electric.
• Act as an advocate for the customer by communicating their needs, preferred timing, and service expectations to the company.
• Answer customer questions and address concerns in a professional and courteous manner.
• Assist callers in understanding their service needs.
• Communicate applicable fees, methods of service, and payment options.
• Provide accurate and professional communication during every customer interaction.
• Follow established call scripts and professional call-handling procedures.
• Answer incoming calls promptly, accurately, and professionally.

Scheduling & Service Coordination

• Schedule service appointments using established scheduling priorities.
• Determine appropriate appointment times based on customer needs and department availability.
• Accurately communicate appointment information to customers.
• Enter and maintain customer information in the company's computer systems.
• Communicate customer needs and appointment details to the appropriate service team members.
• Offer ICPOs as needed.

Administrative Responsibilities

• Complete customer letters and other correspondence.
• Maintain invoice files and related documentation.
• Assist with marketing preparation, including letters and invoice packets.
• Assist administration with additional tasks as requested.
• Complete required documentation accurately and on time.
• Follow written and verbal instructions.
• Perform related work as assigned.

Teamwork & Company Standards

• Work collaboratively with other team members and departments.
• Understand and follow all company philosophies, policies, and procedures.
• Represent Brothers professionally in appearance, attitude, communication, and conduct.
• Follow all company safety rules and requirements.
• Meet company performance standards established through the performance review process.

Required Qualifications

• High school diploma or GED equivalent.
• Previous customer service experience.
• Basic knowledge of the Windows operating system.
• Strong verbal and written communication skills.
• Ability to communicate professionally with customers and team members.
• Ability to accurately enter and maintain customer information.
• Ability to follow established scripts, procedures, and scheduling priorities.
• Ability to handle multiple tasks while maintaining accuracy and professionalism.

Preferred Qualifications

• Previous dispatching experience.
• Previous experience in a service-based or home-services environment.
• Previous experience with scheduling or coordinating service appointments.
• Experience working with customer management or scheduling software.

Training

• On-the-job training will be provided.
• Additional training may be required based on department needs and company standards.

Work Environment

• Primarily office-based.
• Regular interaction with customers by telephone and other communication methods.
• Frequent computer and telephone use.
• Requires the ability to work collaboratively in a team environment.