Customer Service Representative

Service 1st Contractors specializes in installation, maintenance, and repair services for commercial plumbing, HVAC, refrigeration, kitchen equipment, electrical, and pool systems. The Customer Service Representative provides customer assistance, resolves service requests and problems, maintains customer relationships, performs data entry, and supports telephone-based service activities remotely.

Responsibilities:

• Provide customer service and use problem solving skills to satisfy customer needs (may be in person and/or via the telephone)
• Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource
• Investigate and resolve problems for employees and customers via telephone or in person and escalate to management as appropriate
• Build and maintain strong relationships with all internal and external customers
• Perform and/or assist with a full range of customer service oriented telephone activities; responds to customer inquiries and determines appropriate response or direction for the caller and customer escalations as needed
• Computer data entry and inquiry
• Prepare and/or complete various reports and forms accurately
• Comply with regulatory and state and federal laws
• Follow all security procedures
• Daily contact with customers and prospective customers in providing assistance to fulfill their needs
• Frequently confer with other departments providing assistance and coordination of operations
• Occasional contact with members of professions with whom the incumbent must consult from time to time, i.e., attorneys, accountants, and other financial intermediaries

Requirements:

• High school diploma or general education degree (GED)
• Ability to read and comprehend simple instructions, short correspondence, and memos
• Ability to write simple correspondence
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent
• Ability to apply common sense understanding to carry out detailed written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Ability to promote the sale of products and services through verbal recommendation
• Requires the basic skills associated with the general use of computers and other business office equipment
• Ability to offer flexibility in a changing work environment is imperative
• High attention to detail