Customer Service Representative

Job Description

Job Description

Michael and Son Services has been in business since 1976. Our mission is to exceed our customer's expectations and provide a memorable experience. Michael and Son Services, Inc. is the premier, multi-state provider of Electrical, Plumbing, HVAC, Handyman, and Restoration Services. Our company provides an excellent work environment and is passionate in it's dedication to achievement. We place an enormous value on the welfare and commitment of our employees as well as the superior level of service they provide to our customers.The Customer Service Representative should be skilled at higher level thinking, be able to approach the customers as a trusted advisor and consultant, to ask qualifying and insightful questions, probe for the customer's need and uncover issues, and provide detailed work requirements so the technician can properly detail work requirements for customers. Service Titan experience would be helpful but is not required.We train our Representatives to be successful.This is a full-time position of 40 hours per week in our Richmond Call Center. Overtime is available during our peak times. Job Functions:Open and maintain customer accountsRecommend beneficial products or services to customers to solve their needsContribute to team effort by accomplishing related results as neededBuild sustainable relationships of trust through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsHandle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutionKeep records of customer interactions, process customer accountsFollow communication procedures, guidelines and policiesGo the extra mile to engage customers. Other duties as assignedRequirements:Proven customer support experience. Familiar with computer functionalityTrack record of over-achievingStrong phone contact handling skills and active listeningCustomer orientation and ability to adapt/respond to different types of personalitiesFlexible schedule, must be able to work weekendsTeam OrientedExcellent communication and presentation skillsAbility to multitask, prioritize and manage time effectivelyBachelor 's or Associate's Degree Preferred, High School Diploma or GED RequiredMust possess higher level thinking skills, ability to follow a set process. Strategic thinker mindsetMust be able to successfully pass a comprehensive background checkCustomer Service Representative top skills and proficiencies:Positive AttitudeCompassionateGoal OrientedProblem SolvingLoves Helping PeopleLikes to Have FunSolution/Consultative sales skills, ability to conduct a needs assessment and uncover issues, then communicate these needs and issues to the right trade while setting p the service callDuties:Handle inbound customer service inquiries and maximize sales opportunitiesStrive to achieve goals using approved scripts, strategies and technologyProbe for additional sales opportunities (cross-sell)Remind previous clients of recommendations made my technicians and assess current needsCoordinate service appointments Why should you work for the Michael and Son family?We promote from withinWe build leaders who are developed, coached and trainedWe provide career pathing with continuous training and developmentYou will be working with a great group of like-minded, high performing people Benefits:Excellent hourly pay rate + BonusComprehensive benefits after 30 days including Medical, Dental and VisionSupplemental Life Insurance, Short Term and Long Term Disability, Legal Shield and FSA401K Plan with Company matchPaid Holidays and Paid Time OffGrowth Potential Michael and Son Services provides Equal Employment Opportunities to all qualified applicants for employment and prohibits discrimination and harassment of any type and/or other characteristics protected by federal, state or local laws.