Customer Service Representative

Customer Service Representative

Job Type: Full-Time
Work Type: In Person
 

Description:

The Customer Service Representative (CSR) is responsible for managing both inbound and outbound customer communications with the primary goal of keeping the service schedule full. This role requires strong communication skills, attention to detail, and the ability to multitask efficiently in a fast-paced environment. The CSR provides frontline support to customers, resolves issues, promotes services, and contributes to the overall growth and support of the Service Department.

Key Responsibilities:

Inbound Customer Service:

• Answer customer phone calls promptly using professional scripts
• Respond to inquiries, complaints, and service requests efficiently
• Schedule service appointments and update the customer database
• Manage call logs, voicemail, and web inquiries
• Maintain a high close rate on scheduling service calls
• Explain and promote service plans and maintenance memberships
• Handle customer concerns and follow up to ensure resolution
• Backup support for the dispatcher

Outbound Communication:

• Make outbound calls to generate new service opportunities
• Conduct “happy calls” to confirm service satisfaction
• Follow up on maintenance program renewals and upcoming service needs
• Promote membership programs (HCC, CMM, RPZ)
• Call wholesalers for product orders as needed
• Gather customer leads and execute follow-up tasks

Administrative Tasks:

• Create and manage service orders and work packets
• Participate in weekly and monthly team meetings
• Prepare materials such as tech packets and on-call bags
• Assist with department invoicing, filing, and record maintenance
• Support PO assignment and material ordering
• Maintain neat, secure, and confidential workspace
• Cross-train and assist other departments as workload allows

Requirements:

• High School Diploma or GED
• Professional telephone, verbal, and written communication skills
• Strong listening, multitasking, and prioritization skills
• Proficiency in Microsoft Office (Word, Excel)
• Typing speed of 50+ WPM
• Detail-oriented and able to maintain accurate records
• Must be a strong team player with a positive attitude
• Commitment to ongoing personal and professional development

Physical Requirements:

• Light lifting up to 50 lbs
• Occasional bending, twisting, kneeling, and reaching
• Prolonged sitting at a computer workstation
• Use of general office equipment including phone, copier, and computer

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