Customer Service Representative (CSR)

The CCR supports the day-to-day operations of the company and is the primary point of contact for customers. The CCR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCR will work diligently to solve the problem, to the customers satisfaction. As part of this responsibility, the CCR will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful CCR must have the ability to function as a part of a team and be able to think creatively and critically.

The essential functions include, but are not limited to the following:

  • Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members’ spirit.
  • Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
  • Notify client ahead of time if the technician is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction
  • Collaborate with maintenance companies on service calls
  • Making sure that Club Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
  • Assist with supervising and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction
  • Update customer information in the database
  • Process and track customer invoices by doing happy calls
  • Assisting with administrative tasks asked of them
  • Keeping accurate records of customer interactions, transactions, comments, and complaints
  • Collaborate with team members to improve customer experience and service delivery
  • Debrief technicians after each call and make sure they collected payment

Minimum Qualifications

  • High school diploma/GED required
  • Associate degree preferred but not required
  • Self-starter, reliable, flexibility with hours
  • Strong customer service skills
  • Present and communicate professionally (written and verbal)
  • Excellent interpersonal communication skills on a professional and technical level
  • Able to work both independently and as part of a team
  • Strong knowledge of Microsoft Excel, Word and Powerpoint
  • Must be a critical thinker – Strong English composition skills
  • Telephone etiquette and working knowledge of email systems
  • Ability to develop tools that create efficiencies within department
  • Bilingual a plus, not required

Physical Demands:

  • Climbing up and down stairs from time to time
  • Moderate lifting may be required (15-20) pounds
  • Ability to work up to 40 hours per work week and up to 8 hours a day
  • Working Environment:
  • Frequent speaking, listening, sitting, use of hands/fingers across keyboard or mouse, handling other objects,long periods working at a computer
  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
  • Dress code is business casual