Customer Service Representative

About the role

ABC Home & Commercial Services is seeking a professional, detail-oriented individual who can consistently accommodate current or new customers as well as Technicians & Service Managers. This person should be able to handle a wide variety of service calls for specific departments (Pest or Mechanical).

What You'll Do

• Answer incoming calls for specific department(s) such as Home Improvement, Pest, Lawn & Mechanical
• Provide timely and accurate information to incoming customer requests
• Schedule service appointments
• Resolve or diffuse customer issues and provide timely feedback to supervisors regarding service failures or customer concerns
• Resolve service problems by clarifying the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem, expediting corrections or adjustments; follow up to ensure resolution
• Maintain customer records by immediately updating account information
• Work in partnership with other employees to meet and exceed customer expectations
• Maintain a professional attitude at all times with customers, fellow employees and supervisors

Requirements

• Minimum of 1 year of experience in customer service, scheduling, or call center services required
• Bonus points if experience is in any of the following services: Mechanical (HVAC, Plumbing, Electrical), Lawn, Pest and Home Improvement (Handyman, pool cleaning/repair, power washing)
• An individual that is cooperative, accommodating and patient
• Ability to be consistent with repetitive work
• Supportive and always willing to help
• Ability to organize tasks and workload consistently throughout the day
• Excellent interpersonal and communication skills
• Must be able to adhere to company policies and procedures
• High proficiency with emailing, instant messaging, and use of various electronic devices and applications for effective communication and information sharing
• Excellent written communication skills, including spelling and punctuation
• Bilingual is a plus
• Collaborative team player
• Must be able to type at least 30 wpm, proficient in 10-key, and be able to use phone systems
• Ability to sit for long periods of time
• Willing to work a minimum of 1 Saturday per month (rotate with your Team)
• During training you will be required to train in the office for 3 - 6 months

Pay & Schedule

• $18 to $21 an hour based on experience
• Shift is 9 AM - 6 PM; during training it will be 8 AM - 5 PM
• Willing to work a minimum of 1 Saturday per month (rotate with your Team)
• Must be local to the Austin area; this is not a remote position
• Potential to work a hybrid schedule from home a percentage of the time after 3 - 6 months of continuous, regular employment with acceptable performance and attendance record, and meeting or exceeding current scorecard goals

Benefits

• Health, Dental, Vision & Life Insurance
• 401(k) with company matching
• Paid vacation and sick leave (PTO)
• Participation in Profit Sharing Plan
• Volunteer Engagement Program: 16 hrs. a year of Approved Volunteer Time Off (VTO)
• Additional compensation for promoting and referring our services (Lead Now Program)
• Company clubs & committees, and company outings
• Paid trainings and development opportunities
• Tuition reimbursement
• Educational scholarships for employees and family members
• Wellness program, including gym membership