Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) position is at our Timonium location, supporting the day to day operations of the residential department. The CSR answers the phone for a large part of their day, entering information into the computer while speaking with the customer. Credit card payments are processed by the CSR, so confidentiality as well as accuracy is important. There is an on call rotation which is one week every 4 to 6 weeks. These are only for emergency after hours calls. Work schedule 7:00 am - 3:30 pm Monday through Friday plus the rotating on call schedule. (There is additional pay for On-Call weeks).

Responsibilities and Duties

• Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.
• Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members' spirit.
• Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Performing both Pre-Calls and Follow-Up calls. This will ensure that the client is kept informed of their scheduled time frames for service, as well as following through to ensure that the client has received the best service, applicable to their needs.
• Notify client ahead of time if the technician, is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client's satisfaction.
• Ensure that Club Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
• Must be available to be part of the On-Call rotation

Qualifications and Skills

• High school diploma and/or GED.
• Reliable transportation to and from work.
• Must be able to pass drug testing, and a background check.
• Must be a self-starter, reliable, flexible with hours, with willingness to take part in a rotating on-call schedule.
• Must provide excellent customer service skills, interpersonal communication skills, and telephone etiquette.
• Must present and communicate professionally (written and verbal).
• Must be a critical thinker - Strong English composition skills.
• Must demonstrate the ability to use basic computer skills, with the willingness and ability to learn new computer software programs, including (but not limited to) email systems, spreadsheets, etc.

Benefits and Perks

• PTO accrual 2 weeks per year
• Health & Dental insurance
• Paid holidays
• 401K with matching