Customer Service Representative

Customer Service Representative Job Summary

The CSR supports the day-to-day operations of the company and is the primary point of contact for customers. The CSR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CSR will work diligently to solve the problem, to the customer’s satisfaction. As part of this responsibility, the CSR will develop and manage reports, and interact with field personnel to schedule calls efficiently.

A successful CSR must have the ability to function as part of a team and be able to think creatively and critically.

The essential functions include, but are not limited to the following:

• Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not.
  
  Know that courteousness affects other team members’ spirit.
• Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Notify client ahead of time if the technician/plumber/comfort advisor is not going to arrive at their home in the scheduled time window and re‑scheduling the time to the client’s satisfaction.
• Making sure that Maintenance Agreement clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
• Assist with supervising and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
• Assist with making calls to follow up on AR, Open Quotes, and other duties as assigned.
• Obey company Code of Ethics and the Team Rules.

• High school diploma/GED required
• Self-starter, reliable, flexibility with hours
• Strong customer service skills
• Present and communicate professionally (written and verbal)
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel, Word and Power Point
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems

Physical Demands:

• Climbing up and down stairs from time to time
• Moderate lifting may be required (15-20) pounds

Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
• Dress code is business casual