Customer Service Representative

About the role

As a Customer Service Representative (CSR) at Hall’s Culligan, you’ll play a vital role in ensuring our customers receive a positive experience. This role involves addressing inquiries, providing solutions, and maintaining a high level of customer satisfaction. The ideal candidate will genuinely enjoy interacting with customers, resolve issues through strong product and service knowledge, and effectively manage their time.

Responsibilities

• 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.
• 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.
• Identify, troubleshoot, and resolve customer problems effectively.
• Collaborate with other departments to address customer concerns and provide solutions.
• 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.
• Accurately document customer interactions and transactions in customer service software.
• Maintain a clean, organized workspace free of clutter and tripping hazards.
• Follow proper confidentiality protocols to keep customer information protected and adhere to incident reporting procedures.

Work Environment

Culligan CSRs work in an office environment at the dealership, requiring regular use of computers and multi-line phones. You must be able to sit for extended periods. While the primary schedule is Monday–Friday, 8am–5pm, some evenings and weekends may be required as business needs arise.

Requirements

• 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.
• 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.
• Typing speed of at least 40 words per minute, including ten-key, accurately and by touch.

Qualities We Value

• Empathy and resilience to demonstrate understanding and compassion toward customer concerns while handling difficult situations constructively.
• Adaptability to new processes and procedures and maintaining a positive attitude, even in challenging situations.
• Comfort with multitasking to manage multiple tasks and customer interactions simultaneously.
• Commitment to teamwork and effective problem-solving skills.

Benefits

• Full-time, Monday–Friday work schedule.
• Paid time off (PTO) at a generous accrual rate.
• Full benefits package, including a 401k with company match, following your introductory period.
• Opportunity to use Culligan equipment in your home free of charge.
• Career advancement opportunities in a stable, growing, family-oriented company.
• Upskilling and promotion from within.