Inbound Customer Service Representative

Inbound Customer Service RepresentativePay: $20.00 - $26.00 per hourJob Type: Full TimeJob OverviewWe 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.DutiesRespond promptly to inbound customer inquiries via phone, email, or chatUse broad industry knowledge to resolve issues related to products and servicesMaintain professional phone etiquette in all customer interactionsAnalyze customer requests and provide accurate information and solutionsDocument all customer interactions in the database for record-keepingPerform accurate and timely data entry to ensure customer records are up to dateMeet service response time goals consistentlyMeet daily close rate goalsConduct outbound calls to follow up on customer issues or feedback and re-engage past customers to generate additional business opportunitiesCommunicate with customers clearly, professionally, and with empathySupport sales efforts by promoting relevant products or services during interactionsTasksReceive incoming calls and make outbound callsProvide sales support and accurate product and service informationConsistently book service calls accurately and efficientlyComplete data entry in ServiceTitan dispatch systemMaintain accurate records of service calls and related informationDetermine service charges, collect deposits/payments, or arrange billingPerform other duties as needed, including cross-training in related rolesRequirements5+ years of experience in a fast-paced, high-volume call center5+ years of experience in the septic, sewer, plumbing, HVAC, or similar service industryStrong experience with dispatch software (ServiceTitan strongly preferred)Proven track record of delivering exceptional, high-level customer serviceStrong written and verbal communication skills for interacting with customers, vendors, and internal teamsStrong phone etiquette with the ability to handle a high volume of inbound calls professionallyStrong typing and data entry skills with high accuracyAbility to quickly analyze situations and provide effective solutions under pressureDetail-oriented with strong organizational and multitasking skillsSelf-motivated with the ability to work independently with minimal supervisionComfortable working in a team environment and collaborating across departmentsStrong work ethic, reliability, and consistency in performanceWillingness to work a rotating on-call schedule after the training periodFamiliarity with sales techniques is a plusEnglish proficiency (verbal and written) is required to perform essential job duties.PreferredService Titan ExperienceBenefits Package Includes: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 Insurance401K - 4% Company MatchPaid 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 HealthcareProfessional Development OpportunitiesReferral Bonus ProgramEmployee Discount Program6 Paid Holidays (After 6 months of employment)As a token of our gratitude, Veterans and Active Military Members Receive Veterans Day as an Additional Paid Holiday (After 6 months of employment)Please see the job description for the entire list of qualifications. #J-18808-Ljbffr A-advanced Septic Services Inc