Customer Service Rep

Description

At Valley Services, most of our customers never meet the crew that serves them. They meet you. When someone calls about a delivery, a problem, or a job starting Monday, the voice on the other end of that phone is the whole company as far as they are concerned. That is what makes this role matter.

The Customer Service Representative is the first point of contact for our customers and the person who owns their experience from hello to resolved. This is not a script-reading, ticket-passing position. When a customer brings us a problem, it becomes your problem until it is solved — you find the answer, you follow it through, and you close the loop. As a growing, family-owned company serving construction sites, businesses, and events throughout the Bay Area, we are looking for someone who genuinely enjoys taking care of people.

Success in this role requires warmth, judgment, and follow-through. You will work closely with Dispatch, Routing, Operations, and Billing to get customers real answers — not transfers, not “someone will call you back.” The best people in this role do not just handle what is asked; they notice what the customer is going to need next and take care of it before they have to ask.

• Answer calls, emails, and messages promptly and warmly — every customer should feel like they reached someone who is glad to help.
• Own each customer request from first contact to resolution; when a question needs someone else’s help, you stay with it until the customer has an answer.
• Close the loop every time — no customer should ever have to call back to find out what happened.
• Anticipate what the customer will need next: the second unit for a bigger jobsite, the schedule change before a holiday, the pickup they forgot to arrange.
• Treat every customer, from a one-time weekend rental to our largest account, with the same care.

• Take and enter new service requests, schedule changes, and account updates accurately the first time.
• Maintain accurate customer records, site details, access instructions, and special requirements — what you enter is what the driver sees and what the customer gets billed for.
• Confirm details with customers so expectations are clear before the truck rolls: what, where, when, and how much.
• Document every customer interaction so anyone picking up the account knows the full story.

• Troubleshoot service issues and billing questions with urgency, working directly with Dispatch, Routing, Operations, and Billing.
• Take ownership when something goes wrong: apologize sincerely, fix it quickly, and follow up to be sure the fix held.
• Turn frustrated customers into loyal ones — how we handle a problem is remembered longer than the problem itself.
• Escalate genuinely complex or high-stakes situations promptly, with the full picture and a recommendation.

• Know our services, pricing, and policies well enough to answer confidently rather than guess.
• Partner closely with Dispatch, Routing, Operations, and Billing — one team delivering one promise, with no silos and no finger-pointing.
• Share what you hear: customer trends, repeat complaints, and service gaps are the most valuable feedback in the company.
• Look for ways to make doing business with Valley Services simpler for the customer, and bring those ideas forward.

At Valley Services, we are building more than a business — we are building a company known for exceptional service, operational excellence, and continuous improvement. We are family-owned, nearly forty years in, and the people here are treated like family. In this role, you are not one seat in a call queue — you are the…