Customer Service Agent

Summary:

As a Customer Service Representative working in the HomeTown system, you will be responsible for communicating with customers by way of many avenues, including calls, texts, emails, direct messages, and more. The main duties center around ensuring customer service is achieved at the highest level.

Essential Functions & Responsibilities:

• Receive high volume inbound customer service calls to schedule appointments for estimates, service, inspections, respond to emails, incoming and outgoing correspondence.

• Make outbound calls to existing customers.

• Promote and sell new and additional products/services when applicable.

• Coordinate scheduling of technicians for service calls, installations, and repairs

• Serve as the point of contact for customer inquiries, scheduling appointments, and addressing concerns or complaints

• Ensure excellent customer service by promptly responding to customer inquiries and resolving issues in a professional and timely manner

• Refer unresolved customer complaints to management for further investigation/resolution.

• Maintain and update our customer database with complete and accurate information.

• Assist with the call board and the dispatch of technicians.

• Learn call scripts and proper replies and apply them to appropriate situations.

• Organize and maintain systems for documents, invoices, and client records

• Process payments from customers

• Participate in training so that you grow and develop as a professional.

Requirements:

• Experience in dispatching or customer service roles, preferably in a similar industry such as plumbing, HVAC, or electrical services

• Proficiency in Google Suite, Slack, and in dispatching software such as ServiceTitan

• Excellent time management skills and the ability to multitask and prioritize work

• Attention to detail and problem-solving skills

• Excellent communication with customers, suppliers, and team members

• Familiarity with/HVAC/plumbing service terminology, processes, and materials can be beneficial for understanding the business and communicating effectively with technicians and customers.

This position description is intended to be dynamic and subject to change. Position requirements and essential functions may be altered from time to time based upon the needs of the organization and department. This position may be required to execute special projects or other related duties on occasion.