Customer Service Representative - CSR

Job Details

Location:

Bobs Furnace Service DBA Team Bobs – Traverse City, MI 49686

Position Type:
Full Time

Salary Range: $20.00 - $25.00 Hourly

Hours:

7:30am – 4:30pm, Monday to Friday in office, not remote

Maintain the Service Technicians and Plumbers daily schedules working together with the Dispatcher through incoming and outbound customer calls. While the focus will be connecting directly with the customer, CSR’s will also complete multiple tasks such as accounts receivable, invoicing, maintenance plan scheduling and more. The position allows for personal growth as well as organizational opportunities. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised of company schedule and requested lead‑times is a must.

• Answer incoming phone calls, address customer questions, and assist in sending customers links to review pages and perform other related duties as assigned.
• Collaborate with the Lead Service Dispatcher to review appointment availability and schedule service appointments efficiently.
• Conduct outbound calls to customers, focusing on scheduling regular maintenance plan appointments, following up on recommended work from service orders, and responding to customer inquiries promptly and professionally.
• Maintain a detailed call log to track daily calling efforts and achievements, and provide regular updates to the Lead Service Dispatcher.
• Utilize probing questions to gather essential information from potential customers, qualify leads to determine their level of interest and buying readiness, and create reports to track appointment and lead data accurately.
• Perform accounts receivable, invoicing, maintenance plan scheduling and related tasks.

• Experience with Service Titan (prior experience preferred).
• Ability to adapt and be open to an evolving career.
• Valid driver’s license and insurable driving record.
• Professional phone etiquette.
• Energetic personality.
• Strong verbal and written communication skills.
• Excellent interpersonal skills.
• Exceptional organization and attention to detail.
• Proficiency with Email and Microsoft Office software.
• 1–2+ years of customer service or inside sales experience preferred.
• High school diploma or equivalent.

• Excellent communication skills, including active listening, strong written and verbal communication.
• Service‑oriented and able to resolve customer grievances.
• Ability to handle sensitive customer concerns while proactively recommending solutions that meet customer and company needs.
• Ability to prioritize tasks according to importance in a fast‑paced environment.

• 401(k) Company Matching
• Company‑Paid Medical, Life, Vision, and Dental Insurance
• Paid Vacation, Sick Time Off, Paid Holidays
• Paid Training, Employee Assistance Program
• Company Logo Wear Supplied, Access to On‑Site Employee Gym, Wellness Reimbursement, Employee Discounts