Description

Overview of Position

Customer Service Representatives are responsible for excellent customer service, attentiveness, information retention, and strong communication and organizational skills. CSR’s must also have the ability to work in a fast-paced environment and under pressure, as needed, with a high degree of accuracy. Work is expected to be done according to established workflow, procedures, and regulations.

Requirements

Essential Job Duties & Responsibilities:

These examples are intended only as illustrations of various types of work performed. The examples of work performed are neither restricted to nor all-encompassing of the duties to be performed under this job title. 

•  Manage large amounts of incoming phone calls
• Coordinates and schedules customer visits, including service calls, equipment installations, sales consultations, and water testing visits
• Identify and assess customers’ needs to achieve satisfaction
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Prepares service checklists and documentation
• Manage incoming leads and booking requests through several lead sources, including online web forms, Schedule Engine, Angi’s, among others
• Review invoices and assign to batches as necessary
• Keep records of customer interactions, process customer accounts and file documents
• Coordinate customer follow ups
• Provide customers with water testing reports and coordinate customer outreach
• Follow communication procedures, guidelines and policies
•  Take the extra mile to engage customers

Supervisory Responsibilities:

• None

Preferred Skills, Experience and Education:

• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Highly motivated and work well within a team environment
• Understand and follow written and oral instructions
• Knowledge and ability of working safely and responsibly
•  Establish and maintain working effective relationships with peers, supervisors, and customers

This description does not include every job requirement. 

Certificates, Licenses, Registrations:

• Graduation from high school or certification of having passed the General Educational Development (GED) certification examination.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reading and computer use is expected more than 50% of the time. Receiving detailed information verbally, in person and by telephone is essential. Physical and mental ability to perform the essential functions of the job as listed. Able to regularly stand or sit for prolonged periods of time. Able to verbally communicate effectively with others.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Office environment.

Tools & Equipment Used:

Computer, multiline telephone, desk

Summary

We are an Equal Opportunity Employer committed to maintaining a safe, respectful, and inclusive workplace for our employees, customers, and communities. We prohibit discrimination based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other status protected by law.