Customer Service Representative

Job SummaryThe Call Center Representative plays a critical role in ensuring exceptional customer service by managing inbound and outbound calls, scheduling service appointments, addressing customer inquiries, and resolving issues effectively. This position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.Key Responsibilities Customer Interaction and ServiceThis role centers around delivering an excellent customer experience from the first call to post-service follow-up. Responsibilities include:Answering incoming calls promptly and professionallyScheduling and coordinating plumbing and mechanical service appointments using the company's scheduling softwareProviding accurate information about services, timelines, and availabilityResolving customer inquiries and complaints with a focus on first-call resolutionFollowing up with customers after service to ensure satisfaction and address any concernsReaching out to customers enrolled in membership plans to schedule services and maintenance checks Communication and DocumentationKeeping Things Organized And Clear Is Key. This IncludesMaintaining accurate customer records and documenting all interactions in the CRM systemEscalating complex issues to the appropriate department or supervisor when neededConfirming upcoming appointments and sending reminders to help reduce no-shows Sales and UpsellingIdentifying opportunities to upsell additional services or maintenance plans in a helpful, customer-first way⏰ Call Management and PerformanceAdhering to call scripts and customer service standards to maintain a consistent and positive experienceMeeting or exceeding performance metrics like call handling time, customer satisfaction scores, and appointment conversion ratesQualificationsTo Succeed In This Role, You Should HaveA high school diploma or equivalent (required)Prior experience in customer service, call center, or administrative support (preferred)Strong phone etiquette and active listening skillsThe ability to multitask, stay organized, and handle pressure in a busy environmentBasic computer skills, including experience with scheduling systems and CRM platformsA positive, team-focused attitude and a genuine desire to help othersBenefitsWe offer more than just a job - we offer a team and a future:Competitive hourly pay: $18-$22/hour, based on experienceFull benefits for full-time employeesA welcoming and supportive work environmentOpportunities to grow with a fast-growing, family-owned companyARE YOU READY TO JOIN OUR TEAM?Job Posted by ApplicantPro