Customer Service Representative

Job Description:

Job description:

Customer Service Representative

Reports To:

Customer Service Manager

Job Summary The Customer Service Representative is responsible for interacting with customers to provide information, resolve issues, and ensure a positive customer experience. This role involves handling inquiries via phone, email, chat, or in person while maintaining professionalism and efficiency.

Key Responsibilities Respond to customer inquiries via phone, email, live chat, or in person.

Resolve product or service issues by clarifying customer concerns and determining appropriate solutions.

Process orders, returns, exchanges, and refunds.

Maintain accurate customer records and update account information.

Escalate complex issues to appropriate departments when necessary.

Follow up with customers to ensure resolution and satisfaction.

Provide product and service information to customers.

Meet performance metrics such as response time, resolution time, and customer satisfaction.

Required Qualifications High school diploma or equivalent (Associate's or Bachelor's degree preferred).Previous customer service experience preferred (1+ years).Familiarity with customer support software, CRM systems, or call center tools.

Basic computer skills (Microsoft Office, email systems, data entry).Skills & Competencies Excellent verbal and written communication skills.

Strong problem-solving and conflict resolution abilities.

Active listening skills and empathy.

Ability to multitask and manage time effectively.

Patience and professionalism under pressure.

Attention to detail and accuracy.

Work Environment Office or call center setting.

May involve sitting for extended periods.

Possible evening, weekend, or holiday shifts depending on business needs.

Must be available to work a minimum of two (2) Saturdays per month .Must be available to close at least two (2) evenings per week based on business needs and scheduling requirements.

Benefits
401(k) matching

Dental insurance

Health insurance

Paid time off Vision insurance

Work Location In Person Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.