Customer Service Representative

Job Description

Job Description

Benefits:

• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Are you an experience Customer Service Representative looking for a better opportunity?

Adams, Inc. has been in the Elkhorn area since 1988. We specialize in providing exceptional service by way of residential, commercial, and smart home electrical services, plumbing, HVAC, and home backup power systems. We are looking for a new Team Member who shares our same values of Integrity, People, Excellence, Attitude, and Partnership!

We are looking for a Customer Service Representative (CSR) to join our on-site team in Elkhorn, WI. As a CSR, you will actively communicate via phone, email, and other devices with customers on a daily basis. Additionally, you will oversee the management of memberships, including renewals and scheduling recurring maintenance. This role requires excellent organizational skills, keen attention to detail, and the ability to work effectively under pressure to ensure timely and efficient service delivery.

Essential Duties and Responsibilities:

• Handle 50+ customer interactions daily, to include replying to requests for information, following up on Sales Leads, and other customer service based tasks.
• Schedule and dispatch service technicians to customer locations based on priority, location, and technician availability. 
• Monitor the status of service calls and adjust as needed to ensure timely completion. 
• Communicate effectively with service technicians to provide job details, directions, and updates. 
• Handle incoming technician texts related to service requests, providing accurate information and updates on service status. 
• Assist with route optimization to maximize technician efficiency and minimize travel time. 
• Handle emergency and urgent service requests promptly, ensuring rapid response and resolution. 
• Manage customer memberships, including processing renewals and addressing any membership-related inquiries. 
• Schedule recurring maintenance appointments for members, ensuring timely and consistent service. 
• Other duties as assigned. 

Expectations:

• Update ServiceTitan for the following week (Wednesday PM/Thursday AM by 10AM) 
• Monitor daily for updates 
• Manage Service/Sales scheduling 
• Alert Lead or Supervisor when:
  • Production Schedule isn't complete in ServiceTitan for next full week 
  • Service/Sales Schedule isn't complete for next three days 
• Other reasonable and attainable KPI's and expectations as needed

Minimum Education and Certification Requirements:

• High school diploma or equivalent. 

Minimum Experience Requirements:

• At least one-year of full-time experience in a high-volume customer service role is required. High volume is 50+ daily customer interactions.
• Proficiency with Service Titan or similar dispatching/service software. 
• Proficiency in Microsoft Office Suite. 
• Must be able to type at least 30 words per minute (typing test given as an assessment).
• Ability to work under pressure and handle high-stress situations effectively. 
• A positive attitude and a solid commitment to providing exceptional customer service. 
• Excellent communication and interpersonal skills. 
• Strong organizational and multitasking abilities. 

Computer Skills:
PC proficiency is required, with experience in Microsoft Office applications including Word, Excel and Outlook

Schedule:
This is an on-site position at our location in Elkhorn, WI. This is not a hybrid or remote role. The schedule for this role is primarily Monday – Friday, day-time hours. Later hours and weekends may be required depending on our workload and the needs/schedules of our customers/clients.

Adams is proud to offer a competitive pay range of $18.00 - $22.00 per hour based on recent, relevant experience. Additionally, we offer a full benefits package that includes health, dental, vision, and life insurance as well as an employer-match 401K, Paid Time Off, and Paid Holidays.

Adams, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.