Customer Service Representative

Overview

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.

• 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

• 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

• 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 up the service call

• 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 by technicians and assess current needs
• Coordinate service appointments

• 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

• 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.

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