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