Customer Care Representative
$18 - $20 per hourPaycom
- Customer Care RepresentativeKernersville, NC 27284## OverviewPosition TypeFull TimeJob ShiftDay## DescriptionJob Title: Customer Service RepresentativeDepartment: Call CenterReports To: Call Center Manager**Pay Scale:**$18 - $20 Hourly Base, DOE + SPIFFS*Benefits offered include health, dental, vision, 401(k) with company match, and paid time off.*FLSA Status: Non-Exempt, Full-Time**Schedule:**8:00 AM – 5:00 PM\\*Evenings/weekends may be required depending upon business needs.This is not a remote, hybrid, or flexible scheduling position. Applicants must be able to consistently work the assigned schedule.**Position Summary:**The **Customer Service Representative (CSR)** serves as a primary point of contact for customers of Sutton Brothers HVAC, Plumbing, and Electrical. This position is responsible for delivering exceptional customer service by answering incoming calls, identifying customer needs, scheduling service and maintenance appointments, responding to questions and concerns, and maintaining clear and professional communication throughout the customer experience.The CSR plays a key role in ensuring a positive and seamless customer experience from the initial call through service completion. This position requires the ability to actively listen to customers, gather and accurately document relevant information, recommend appropriate services based on customer needs, and coordinate appointments efficiently and professionally.**Key Responsibilities*** Answer a high volume of inbound customer calls professionally and efficiently.* Schedule service calls, maintenance visits, and membership appointments.* Create and manage service tickets within ServiceTitan.* Complete outbound calls for appointment confirmations, follow-up communication, membership scheduling, and customer satisfaction.* Dispatch HVAC, plumbing, and electrical technicians based on availability, location, skill level, and priority.* Monitor technician progress throughout the day and make scheduling adjustments as needed to maximize efficiency and respond to emergencies.* Communicate appointment confirmations, technician arrival updates, and service status with customers.* Complete outbound calls for appointment confirmations, follow-up communication, membership scheduling, and customer satisfaction.* Identify opportunities to promote maintenance memberships and additional company services when appropriate.* Resolve customer concerns professionally or escalate issues when necessary.* Coordinate recurring maintenance appointments and assist in maintaining the company's membership program.* Maintain accurate customer records, service notes, and job documentation.* Verify job times and service documentation to support payroll and billing processes.* Collaborate with service managers, technicians, and call center staff to improve scheduling efficiency and customer satisfaction.* Maintain confidentiality of customer and company information.* Perform other duties as assigned.#### Qualifications## Required Qualifications* High School Diploma or equivalent.* Advanced customer service skills.* Excellent verbal, written, and interpersonal communication skills.* Strong organizational skills with the ability to multitask in a fast-paced environment.* Excellent problem-solving and decision-making abilities.* Customer-focused with a positive, proactive attitude.* Ability to remain calm under pressure and quickly adapt to changing priorities.* Ability to work independently while contributing to a team environment.Preferred Qualifications* Previous customer service, dispatching, or call center experience in the HVAC, plumbing, electrical, or home service industry preferred.* Experience scheduling service technicians.* Working knowledge of ServiceTitan or similar field service management software.* Administrative or scheduling experience.* Experience supporting membership or preventative maintenance programs.
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Vacancy posted 2 days ago
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