Customer Service Representative

Michael and Son Services has been in business since 1976. Our mission is to exceed our customer's expectations and provide a memorable experience. Michael and Son Services, Inc. is the premier, multi-state provider of Electrical, Plumbing, HVAC, Handyman, and Restoration Services. Our company provides an excellent work environment and is passionate in it's dedication to achievement. We place an enormous value on the welfare and commitment of our employees as well as the superior level of service they provide to our customers.

The Customer Service Representative should be skilled at higher level thinking, be able to approach the customers as a trusted advisor and consultant, to ask qualifying and insightful questions, probe for the customer's need and uncover issues, and provide detailed work requirements so the technician can properly detail work requirements for customers. Service Titan experience would be helpful but is not required.

We train our Representatives to be successful. This is a full-time

position of 40 hours per week in our

Richmond Call Center . Overtime is available during our peak times.

Job Functions:

Open and maintain customer accounts

Recommend beneficial products or services to customers to solve their needs

Contribute to team effort by accomplishing related results as needed

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Keep records of customer interactions, process customer accounts

Follow communication procedures, guidelines and policies

Go the extra mile to engage customers. Other duties as assigned

Requirements:

Proven customer support experience. Familiar with computer functionality

Track record of over-achieving

Strong phone contact handling skills and active listening

Customer orientation and ability to adapt/respond to different types of personalities

Flexible schedule, must be able to work weekends

Team Oriented

Excellent communication and presentation skills

Ability to multitask, prioritize and manage time effectively

Bachelor's or Associate's Degree Preferred, High School Diploma or GED Required

Must possess higher level thinking skills, ability to follow a set process. Strategic thinker mindset

Must be able to successfully pass a comprehensive background check

Customer Service Representative top skills and proficiencies:

Positive Attitude

Compassionate

Goal Oriented

Problem Solving

Loves Helping People

Likes to Have Fun

Solution/Consultative sales skills, ability to conduct a needs assessment and uncover issues, then communicate these needs and issues to the right trade while setting p the service call

Duties:

Handle inbound customer service inquiries and maximize sales opportunities

Strive to achieve goals using approved scripts, strategies and technology

Probe for additional sales opportunities (cross-sell)

Remind previous clients of recommendations made my technicians and assess current needs

Coordinate service appointments

Why should you work for the Michael and Son family?

We promote from within

We build leaders who are developed, coached and trained

We provide career pathing with continuous training and development

You will be working with a great group of like-minded, high performing people

Benefits:

Excellent hourly pay rate + Bonus

Comprehensive benefits after 30 days including Medical, Dental and Vision

Supplemental Life Insurance, Short Term and Long Term Disability, Legal Shield and FSA

401K Plan with Company match

Paid Holidays and Paid Time Off

Growth Potential

Michael and Son Services provides Equal Employment Opportunities to all qualified applicants for employment and prohibits discrimination and harassment of any type and/or other characteristics protected by federal, state or local laws. #ZR #J-18808-Ljbffr