Customer Account Representative

Customer Service Representative

Job Title: Customer Service Representative (CSR)

Department: Office

Reports To: Office Manager / Assistant Office Manager

Classification: Non-exempt

Here is what this position is…

A CSR handles all incoming and outgoing calls to schedule service appointments, soft upselling of additional services, write up estimates, and dispatch and monitor the status of field employees. Our Mission is to create a customer experience that exceeds expectations. We believe in keeping our promises, standing behind our work, and communicating effectively with our customers and our team members.

Over the last 27 years, we have learned from experience that each person's contributions matter to our team. We are in search of hard-working, committed, honest, drug-free, dependable individuals. If you take pride in your work and are looking for an opportunity, we offer a Career Building Development Program to learn and grow with us. We know that our customers are just as vital as our team members in our success and deserve the highest level of respect and gratitude.

Knowledge/Skills/Abilities:

· Excellent communication skills

· Excellent customer service skills

· Excellent computer / technological skills

· Ability to work both independently and in a team

· Ability to multi-task and manage multiple projects simultaneously

· Possess effective time management, organizational, and planning skills

· Professional phone skills

· Microsoft Suite proficient

· General geographical knowledge of Oakland County

· Ability to take initiative and make independent judgments and decisions

· Strong work ethic

· Ability to pay attention to details

Tasks, Duties, Responsibilities (TDR’s):

· Responsible for phone calls to schedule jobs, dispatch crews, take customer information, etc.

· Outbound follow up marketing campaign calls

· Make/close work orders and invoices.

· Write up estimates

· Promote deals, promotions, and additional services (upselling our services to previous customers)

· Take payment and customer information

· Utilize computer technology to handle high call volumes during peak busy seasons

· Assist operations team when required (light laundry duties, fill water tanks, etc)

· Strong inside sales experience preferred

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

· While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear.

· The employee is frequently required to reach with hands and arms.

· The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

· Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

· Generally, works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.