Customer Service Representative

Job Description

Job Description

Customer Service Representative

Location: Federalsburg, MD

Schedule: Full-time with rotating weekly schedules and a weekend rotation approximately once every 6 weeks.
Pay: $17.00- $19.00 hourly plus bonuses.

Reports To: Customer Service Manager

About Service Today

At Service Today, every team member plays a vital role in delivering courteous, reliable service to residential customers in our region. We pride ourselves on honesty, integrity, and delivering peace of mind with each job completed.

In short, when you join Service Today, you're joining a team that values your skill and dedication, equips you with the tools and support you need, and empowers you to grow—while helping homeowners feel safe and comfortable, right when they need it most.

Why join our team?

• Weekly Pay
• Competitive Dental, Vision, and Healthcare Plans
• 401(k) with Company matching
• Short-Term and Company-Paid Long-Term Disability Insurance Plans
• Company-Paid Life Insurance
• PTO & 7 Paid Holidays
• Team Atmosphere
• Referral Bonus Program
• Pet Insurance and more!

Essential Job Functions:

• Successfully convert requests for service into booked appointments to meet individual and team KPI goals
• Correctly identify customer needs and overcome objections that may impede call booking
• Accurately collect and enter all necessary customer information into the service database
• Answers all calls with a sense of urgency while providing superior customer service at all times
• Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
• Follow-up with customers to ensure overall satisfaction with customer experience and service
• Effectively handles all other lead sources; such as web leads and answering service messages.
• Successfully performs opening and closing duties.
• Ensure safety best practices are followed in the field.
• Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of
• Responsible for the distribution of service window updates to all service teams.
• Capture and distribute customer concerns to the appropriate service team(s).
• Other duties as assigned.

Qualifications:

• Ability to demonstrate a positive, friendly and helpful demeanor at all times
• Ability to demonstrate active listening skills
• Exceptional oral and written communication skills
• Professional and collaborative with other internal staff
• Self-starter with strong self-accountability mindset in achieving set individual and team goals
• Ability to work in a fast-paced environment with multiple priorities
• Attention to detail and good organizational skills
• Receptive to coaching for improved performance
• Able to work a flexible schedule including evenings, weekends and holidays shift

Preferred:

• Bilingual Spanish Speaking is a plus.
• 3+ year experience working in a customer service role
• Proficient in Microsoft Office
• Sales experience a plus

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report. These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE