Customer Service Representative

About the role

Hall’s Culligan, a premium provider of drinking water and water treatment services for nearly a century, is seeking a Customer Service Representative to join our office support team in Cleveland. This role plays a vital part in delivering a positive customer experience by addressing inquiries, providing solutions, and maintaining high satisfaction levels.

Responsibilities

• Respond promptly to customer inquiries via phone, text, and email, ensuring an outstanding customer experience.
• Address customer concerns, troubleshoot problems, and provide accurate information for both routine and complex issues.
• Develop and maintain knowledge of products and services to assist customers effectively and offer tailored recommendations.
• Identify, troubleshoot, and resolve customer problems, collaborating with other departments as needed.
• Manage and prioritize tasks to meet individual and team performance goals, ensuring deadlines and response times are met without compromising quality.
• Accurately document customer interactions and transactions in customer service software.
• Maintain a clean, organized workspace free of hazards and adhere to confidentiality protocols and incident reporting procedures.

Work Environment

This is an office-based role requiring regular use of computers and multi-line phones, with extended periods of sitting. While the primary schedule is Monday–Friday, 8am–5pm, some evenings and weekends may be required based on business needs.

Requirements

• Empathy and resilience to handle customer concerns with understanding and professionalism, even in challenging situations.
• Adaptability to new processes, procedures, and technologies, with a positive attitude.
• Ability to multitask effectively, managing multiple customer interactions simultaneously.
• Competency in computer and tablet use, with above-average skills in computer applications.
• Minimum typing speed of 40 WPM, including ten-key, with accuracy.
• Strong communication, teamwork, and problem-solving skills.

Qualifications

• Previous experience in a customer service role is preferred.
• Excellent verbal and written communication skills.
• Strong organizational and multi-tasking abilities.
• Attention to detail and the ability to remain calm under pressure.

Benefits

• Full-time, Monday–Friday work schedule.
• Competitive hourly rate of $20–$22/hour, with bonus opportunities.
• Generous paid time off (PTO) accrual.
• Eligibility for a full benefits package, including a 401k with company match, after the introductory period.
• Free use of Culligan equipment in your home.
• Career advancement opportunities in a stable, family-oriented, and growing company.
• Upskilling and internal promotion opportunities.