Responsibilities

• Handles all incoming customer calls including service dispatching, tracking and scheduling of calls, call status tracking and call changes, entering new service locations, modifying existing addresses and handling all general inquiries. May provide support and backup for other areas of the business. May handle calls after hours.
• Enter all required information into the computerized systems to create and maintain the customer database, ensuring accuracy and timeliness.
• Create and maintain customer files including providing service technicians with details regarding access to customer’s sites.
• Accurately and promptly enters work order purchases for salt and filter orders.
• Updates, populates, maintains and develops customer service binder to maximize customer service and satisfaction.
• Schedules and follows up on all annual maintenance customer accounts – this includes discussing expiring contracts and ensuring timely communication with customers.
• May establish and maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. May assist with customer satisfaction calls and Happy Check Calls
• Advise supervisors of any missing/late Service Technicians when working after hours or weekends.
• Attends monthly training and planning sessions; performs weekly timesheet data entry. Meet daily, weekly, monthly performance standards. Peer call review.
• Performs other duties and responsibilities as requested or required.

Qualifications

• Communication Skills: Strong verbal and written communication skills are crucial for interacting with customers effectively.
• Problem-Solving Skills: CSRs often need to address customer concerns and find solutions to problems.
• Patience: Dealing with various customer inquiries requires patience and the ability to remain calm under pressure.
• Empathy: Understanding and empathizing with customers’ needs and concerns is essential for providing excellent service.
• Multitasking: CSRs often handle multiple tasks simultaneously, such as answering phones, responding to emails, and managing customer inquiries.
• Computer Skills: Proficiency in using computer systems and software for data entry and customer interaction.
• Product/Service Knowledge: Depending on the industry, familiarity with the company’s products or services is beneficial.
• Time Management: Efficiently managing time to address customer needs promptly.
• Teamwork: Collaborating with colleagues and other departments to resolve customer issues.
• Adaptability: Being open to changes in procedures or protocols and adapting to evolving customer needs.