Customer Service Representative

Customer Service Representative

American Leak Detection of Maryland is looking for a qualified Customer Service Representative who has the ability to manage the customer relationship from first call to final invoice. Working closely with our Field Technicians, you will ensure the smooth operations of a world-class leak detection company. Previous experience in a service industry is a plus. Working with enterprise customer relationship management software (such as Salesforce) is highly desirable.

Greater Baltimore, Maryland Area

Base Salary

• $23 - $26 hourly (equivalent to $48k-$54k annually) depending on experience
• Potential advancement opportunities

Job Type

Full-time: M-F, 8am-5pm 100% In-office position

Position includes:

• Hourly pay
• Overtime Pay (as applicable)
• Paid Travel Time (as applicable)
• Medical, Dental, Prescription Benefits
• Paid Vacation
• Paid Sick time
• Paid holidays
• Paid Training
• Year-round work

Great candidates are likely to be:

• Service oriented
• Comfortable with learning and using new technology
• Enjoy working with customers and operations personnel
• Enjoy working for a growing organization offering new experiences and career growth

We prioritize developing our employees and providing comprehensive training in state-of-the-art methods and techniques using the best in equipment. We also provide all that you’ll need to perform your job and serve our customers.

In the job you’ll be asked to:

• Answer service calls and accurately record information from customers into database software
• Provide professional and courteous services to all customers
• Set schedule for leak detections, service calls and repairs
• Prepare work order and distribute to technician
• Dispatch service orders and relay messages via phone, email, text messages or other communication methods
• Assist with collections and coordinate with collection agency
• Handle customer questions and complaints; when the issue is beyond the representatives’ knowledge, forwards to the assigned specialist or other staff
• Assist in marketing projects while updating daily schedules and calendars
• Contact customers to assess customer satisfaction
• Prepare and file invoices and documents, and compose correspondence as requested
• Assist in familiarizing newly onboarded Customer Service Representatives in office protocols & procedures

Desired Qualifications

• A background in customer service for a business or company related to construction, plumbing, or other trade
• Enjoy being in a job that rewards intuitive, hardworking, efficient, people who have a keen eye for detail and enjoy working with customers
• Ability to deliver excellent customer service over the phone and via email
• Exceptional team player; fun, energetic, goal oriented, optimistic, with a positive attitude
• Self-motivated, enjoy working independently, self-starter, and organized
• Neat appearance with a high standard of professionalism and character.

Education & Experience

• High School diploma or equivalent (college a plus)
• Prior office administration experience
• Proficient in using QuickBooks
• Knowledge of Salesforce
• Experience with invoicing
• Familiar with Maryland/DC geographical areas
• Veterans from all branches are highly desired & encouraged to apply

A little bit about our Company and team

Founded over 40 years ago, and teeming with great people, American Leak Detection has become the world leader in accurate, non-destructive detection of hidden water, sewer, gas and swimming pool leaks. American Leak Detection sets the standard for non-invasive leak detection and repair using proprietary methods and the most advanced, sophisticated technology. Our millions of satisfied customers include residential homeowners and industry professionals like plumbers, building contractors, insurance adjusters, apartment managers, drain cleaners, restoration specialists, Homeowners Associations, and municipalities.