Customer Service Rep

Description

We are looking for a dependable, self-motivated individual to join our call center team. This position focuses on providing excellent customer service, answering calls, scheduling jobs, and assisting with daily office tasks to keep things running smoothly.

• Answer inbound calls, emails, and live chats professionally with a cheerful, "smiling" phone voice.
• Maintain and utilize the required Service Titan system scripting for quality and consistent client interactions.
• Offer specific appointment windows for service, maintenance, estimates, and multi-trade sales.
• Coordinate with dispatch to schedule calls using specialized software, maximizing efficiency by technician location.
• Field inquiries fluidly across Plumbing, HVAC, Septic, and Heavy Excavation divisions for both Residential and Commercial accounts.
• Maintain the customer database, ensuring complete, accurate, and real-time entry of notes and billing details.
• Perform administrative duties at the request of management to improve overall office efficiency.
• Promptly report any service issues to the appropriate leader to ensure rapid customer resolution.
• Follow-up on outstanding estimates
• Assist with job scheduling and auditing
• Create custom reports in Excel
• Maintain consistent, professional communication across all internal departments and leadership teams.
• Perform other duties as assigned

• Very strong analytical and critical thinking skills
• Ability to work in a fast-paced environment and be flexible with changes
• Ability to multi-task and shift focus and priorities as needed
• Ability to handle the personalities of a construction workplace atmosphere
• Possesses a collaborative and customer-service focused work style
• Team-player attitude focused on the company’s goals
• Proficiency in Excel is a must
• Proven experience resolving complex matters, evaluating risks, analyzing possible outcomes, and making good decisions based on the information available
• Excellent verbal and written communication skills including the ability to interact professionally within all levels of the organization

• Regularly spends long hours sitting and using office equipment and computers
• Mobility required to attend weekly meetings
• Regularly communicates verbal and written messages with others
• Occasionally lift 5-20 pounds
• Have good visual acuity

• Willingness to continue professional development
• Maintain confidentiality of Company issues, concerns, and protect proprietary information