Customer Service Representative

Job Description

Job Description

Customer Service and Scheduling Representative

Crystal Clear Water Purification, Inc.
Cape Coral, Florida
Full Time

Crystal Clear Water Purification is looking for a friendly, dependable and organized Customer Service and Scheduling Representative to join our office team.

The primary responsibility of this position is to answer incoming customer calls and properly schedule service tickets for our technicians.

We are looking for someone who is comfortable on the phone, communicates well with customers and can keep an organized schedule in a fast paced service business.

ServiceTitan experience is a major plus. Experience working for an HVAC, plumbing, electrical, water treatment or other service based company is also a major plus.

Primary Responsibilities

• Answer incoming customer phone calls

• Determine what the customer needs and gather the correct information

• Create and schedule service tickets

• Schedule maintenance appointments, service calls, estimates and installations

• Reschedule appointments when necessary

• Keep the technician schedule organized throughout the day

• Make sure customer names, addresses, phone numbers and job information are entered correctly

• Add detailed notes to each service ticket so technicians understand the customer's issue before arriving

• Communicate appointment dates and arrival information to customers

• Contact customers regarding scheduling changes

• Help fill openings and cancellations in the schedule

• Follow up with customers who need to be scheduled

• Review upcoming appointments to make sure tickets are complete and ready for the technicians

• Communicate with technicians and management regarding scheduling issues

• Provide friendly and professional customer service

ServiceTitan Experience Is a Major Plus

We use ServiceTitan for our customer records, scheduling and service tickets.

Previous experience using ServiceTitan for answering calls, booking jobs, scheduling technicians, customer records and dispatching is strongly preferred.

Experience with another service business scheduling or dispatching software is also helpful.

What We Are Looking For

The right person needs to be comfortable answering phones throughout the day and speaking with many different types of customers.

You should be able to listen to the customer's problem, ask the right questions, enter accurate information and get the customer scheduled with the appropriate technician.

You must be organized and able to handle a schedule that can change throughout the day.

We are looking for someone who is:

• Friendly and professional on the phone

• Dependable and punctual

• Organized and detail oriented

• Comfortable working on a computer throughout the day

• Able to multitask while talking with customers

• Able to type accurate notes while speaking with customers

• Comfortable handling a busy phone line

• Able to communicate clearly with customers and technicians

• Able to stay organized when appointments change

• Willing to learn our services and terminology

• Looking for a long term position

Experience Preferred

Previous experience with any of the following is a plus:

ServiceTitan

QuickBooks

HVAC companies

Plumbing companies

Water treatment companies

Electrical companies

Home service companies

Service dispatching

Call centers

Customer service

Appointment scheduling

About Crystal Clear Water

Crystal Clear Water Purification has been serving Southwest Florida since nineteen ninety nine.

We provide water treatment systems, water softeners, sulfur filtration, whole house reverse osmosis systems, drinking water systems, UV systems, well pumps, pressure tanks and ongoing service and maintenance.