Customer Service Representative

About the role

As the premium provider of drinking water and water treatment services for the greater part of a century, Hall’s Culligan continues to innovate and expand our business nationwide by offering tailored solutions to meet the specific needs of each customer backed by our superior Culligan service. As a Customer Service Representative (CSR), you’ll play a vital role in ensuring our customers receive a positive customer experience. This role involves addressing inquiries, providing solutions, and maintaining a high level of customer satisfaction.

Responsibilities

• Customer service: Respond promptly to customer inquiries via phone, text, and email with a focus on providing an outstanding customer experience. Effectively and accurately address customer concerns, troubleshoot problems, and provide accurate information. Handle both routine inquiries and complex issues with professionalism.
• Product and service knowledge: Develop and maintain an understanding of our products and services to effectively assist customers and address their needs. Offer product/service recommendations and educate customers.
• Issue resolution: Identify, troubleshoot, and resolve customer problems effectively. Collaborate with other departments to address customer concerns and provide solutions.
• Time management: Efficiently manage and prioritize tasks to meet individual and team performance goals. Meet deadlines and response times while maintaining quality in work and customer interactions.
• Documentation and reporting: Accurately document customer interactions and transactions in customer service software.
• Safety: Workspace must be kept clean, organized, and free of clutter and tripping hazards. Must follow both proper confidentiality protocols, to keep customer information protected, and incident reporting procedures.

Qualifications

• Ability to wear a telephone headset for extended periods, up to 8 hours per day, while handling inbound and outbound customer calls.
• Previous experience in a customer service role preferred.
• Excellent verbal and written communication skills.
• Excellent organization and multi‑tasking skills.
• Strong problem‑solving abilities and attention to detail.
• Ability to remain calm under pressure and handle challenging situations with professionalism.
• Personal attributes: empathy and resilience – demonstrate understanding and compassion towards customer concerns while handling difficult situations constructively without becoming discouraged; adaptable to new processes and procedures; maintain a positive attitude even when challenging situations arise; comfortable multitasking to effectively manage multiple tasks and customer interactions simultaneously.
• Technical skills: demonstrated competency in computer and/or tablet use, with above‑average skills in computer applications; ability to quickly learn and adapt to new technologies and software systems as needed; type a minimum of 40 wpm, including ten‑key, accurately and by touch.

Benefits

• Starting pay rate falls between $19