Customer Service Representative

Customer Service Representative

Reports to: Office Manager

Two shifts available: 8am-4:30pm & 8:30am-5pm, both Monday thru Friday with weekend rotation

Pay Scale: $20/hour

Customer Service Representative Position Summary:

This position is primarily responsible for providing customer service over the phone to obtain complete and accurate information while assisting customers in a timely manner. The position also includes dispatching calls to technicians as well as various administrative duties.

Customer Service Representative Job Duties and Responsibilities:

• Answer inbound phone calls to schedule jobs and handle customer service inquiries
• Initiate outbound phone calls for scheduling of service calls
• Handle various customer inquiries and requests efficiently and accurately
• Dispatch the correct technician (based on qualifications, geography, customer preference) to each job
• Utilize Service Titan software to effectively plan and dispatch jobs
• Proactively communicate with customers regarding estimated arrival times, technician details, etc.
• Communicate with technicians regarding availability, expected completion time, etc.
• Ensure accuracy of details (customer name, phone number, address, etc.) on all scheduled calls
• Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company
• High interaction with service technicians and various customers from residential to commercial
• Additional duties as assigned

Customer Service Representative Qualifications:

• High school diploma or equivalent (GED)
• Minimum of 3 years relevant work experience in customer service environment
• Previous dispatch experience a plus
• Strong verbal and written communication skills
• Plumbing, Electric & HVAC experience a plus
• Attention to detail
• Ability to manage priorities and workflow
• Ability to deal effectively with a diversity of individuals at all organizational levels
• Versatility, flexibility and a willingness to work within constantly changing priorities
• Proficient in Microsoft Office
• Ability to commute to the McHenry, IL office on a daily basis
• Ability and willingness to work weekends

Customer Service Representative Benefits:

• Medical, Dental & Vision Insurance
• Supplemental AFLAC Insurance Options
• 401(k) Plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Tuition Reimbursement
• On-site training facility for continuous employee development
• Company-provided Life Insurance
• Employee discounts on company-provided services