Customer Service Representative

Customer Service Representative

At Ongaro and Sons, we have served Marin and Sonoma counties with dedication since 1932. As a family-operated business, we pride ourselves on integrity, service, quality, and commitment. We aim to be a beacon of trust and excellence within our community, continually enhancing the lives of our customers and employees alike.

This position requires an individual who takes pride in and is committed to providing 100% customer satisfaction. The Customer Service Representative provides effective and efficient customer service to internal and external customers by using excellent, in-depth knowledge of company services, as well as effective communication with team members within the customer service department.

The essential functions include, but are not limited to:

• Handle heavy loads of inbound calls professionally and efficiently.
• Ensure a quality experience by relaying detailed and accurate information.
• Make outbound calls to promote specials to existing or potential customers.
• Respond to social media leads from platforms such as Yelp, Google, Facebook, X, Instagram, etc.
• Respond to emails from customers and company emails.
• Use call-guided scripts to create a job and book an appointment.
• Review booked calls to ensure the account is set up correctly and all preset questions are answered.
• Work closely with the Dispatch team to book priority calls.
• Keep detailed notes in all work orders.
• Resolve customer concerns and follow up to ensure satisfaction.
• Provide support across all company departments as needed, fostering a collaborative environment and ensuring operational efficiency.
• Participate in rotational Saturday shifts as required.
• Saturday shift duties include dispatching, monitoring the dispatch board, converting sold jobs, scheduling, etc.
• Perform additional tasks as needed.

Minimum qualifications:

• Minimum 2 years of customer service experience
• Proficient computer skills
• Excellent verbal and written communication skills
• Excellent organizational skills and attention to detail
• Strong problem-solving skills
• Ability to multitask
• Spanish speaker is a plus
• Inbound call center experience is a plus

Compensation:

• $25-$35 hourly, with added performance incentives

Benefits:

• 100% paid medical, dental, and vision for employee
• 100% paid disability insurance for employee
• 401k with matching plan up to 4% after one year of employment
• Life insurance up to $100,000
• 56 hours of FTO time, 0-2 years employed
• 40 hours of sick time annually after 90 days of employment
• Opportunity for growth within the company
• Company-provided training

Ongaro and Sons is committed to developing a culture of diversity, equity, respect, and inclusion and striving to maintain a workforce that reflects the communities that we serve. Ongaro and Sons is an equal opportunity employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.