Customer Service Representative

Customer Service Representative

As a Customer Service Representative, you will be the face and voice of our company, providing outstanding customer service and ensuring a positive experience for our residential clients. You will play a critical role in managing customer inquiries, scheduling service appointments, and providing support to our technicians and service teams. Your excellent communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to our continued success and growth.

Looking for more than just a job? Come work for one of the most trusted and innovative companies in the area, proudly celebrating 30 years in the community with a low employee turnover rate—because our people truly stay. We offer above-average pay plus commission, weekly pay, and benefits you'll actually use, including full medical, dental, and vision with fully employer-paid options, 401(k) match, paid uniforms, and a $1,000 wellness program. Enjoy generous PTO, your birthday off, and a real commitment to work-life balance (we mean it). Built on high integrity and next-level innovation, this is your chance to grow your career with the best in the area—while being supported every step of the way.

Key Responsibilities

• Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times.
• Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly.
• Schedule service and new sales appointments with the goal of keeping the call board full for technicians and Comfort Advisors. May also dispatch technicians based on availability and customer preferences with the goal of prioritizing high value opportunities and efficient technician routing.
• Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries.
• Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions.
• Assist customers with troubleshooting minor issues over the phone, providing guidance and support before dispatching a technician if necessary.
• Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes.
• Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback.
• Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions.
• Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively.
• Assist in administrative tasks such as data entry, invoicing, and generating service reports as required.
• Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.

Qualifications

Previous experience in customer service, preferably in the Trades Industry. Service Titan experience preferred. Excellent communication skills, both verbal and written, with a friendly and professional demeanor. Strong problem-solving skills and the ability to think quickly on your feet. Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests. Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite. Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset. Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills. Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service. Ability to work collaboratively within a team environment, supporting a positive and supportive work culture. High school diploma or equivalent.

Interpersonal Qualifications

Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships. Exceptional problem-solving and conflict resolution abilities to improve things both big and small. Highly organized, ability to act quickly while still having attention to detail. Hold yourself to a higher standard and exhibit a high level of integrity.

John Henry's is an equal opportunity employer. We consider all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state or federal law. Equal Opportunity Employer