As our Customer Service Representative, you’ll be responsible for answering all incoming customer communications, scheduling appointments, and communicating with field technicians for job statuses, issues, material orders and general updates.
It’s a MUST that you have the following qualities:
- A positive attitude and ability to connect with our customers to assess their needs.
- Ability to juggle multiple customer requests and tasks that will come your way.
- The capacity to focus and pay attention to details, while still juggling.
Responsibilities
- Manage large amounts of incoming customer requests (calls, chats, emails)
- Identify and assess customers’ needs to achieve satisfaction
- Monitor and schedule customer appointments and review job notes daily to update job/project needs accordingly
- Provide accurate, valid and complete information via our CRM (Customer Relationship Manager)
- Use CRM to keep records of customer interactions, process customer accounts and file attachments
- Build sustainable relationships and trust with customer accounts through proactive and organized communication – and a positive attitude
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Skills:
- Proven customer support experience or experience as a client service representative
- Strong phone contact handling skills and active listening
- Ability to assess situations and respond accordingly to different types of customer personalities
- Attention to detail and accuracy
- Ability to multitask, prioritize, and manage time effectively
- Ability to exercise good judgement and work independently
- Familiarity with CRM systems and practices
- Basic computer skills and online application knowledge
- Excellent communication skills, both verbal and written
- Reliable work attendance and transportation
- High School Degree or equivalent
Qualifications:
- A positive attitude and strong work ethic – no compromises here.
- Proven track record of handling customer inquiries and providing exceptional service in a fast-paced environment.
- Proficiency with using customer service apps and managing information via a tablet or CRM system.
- Experience in the plumbing industry or similar technical field is a plus.
- Strong problem-solving skills with the ability to think critically and act swiftly under pressure.
- Excellent communication and interpersonal skills, both over the phone and in writing.
- Ability to multitask and stay organized while managing multiple customer concerns at once.
Customer Service and Support:
- Handle inbound customer inquiries, addressing questions about services, scheduling, and pricing.
- Provide accurate and timely information to customers regarding plumbing services, appointments, and billing.
- Troubleshoot and resolve customer issues, escalating them to the appropriate department when necessary.
- Ensure a smooth customer experience by coordinating with field teams and ensuring service expectations are met.
- Maintain detailed customer records and service history in the CRM system.
- Follow up with customers to ensure satisfaction after services have been completed.
We are seeking a dedicated and customer-focused Customer Service Representative for Intown Plumbing. This role is key to maintaining high-quality customer relations and ensuring that each customer experience is seamless, positive, and professional. The ideal candidate will have excellent communication skills, a friendly demeanor, and a strong ability to handle customer inquiries and resolve issues efficiently while upholding the company’s commitment to exceptional service.