Customer Service Representative

2 months ago

Bristol, United States Superior Comfort Full time

Overview:

Mission:

Join our team as a Customer Service Representative and become the face of Superior. In this role, you will be instrumental in ensuring our customers receive exceptional service and support. You will handle inquiries, resolve issues, and provide valuable assistance, ensuring customer satisfaction with our products and services. Your friendly demeanor, problem-solving skills, and technical knowledge will be critical in maintaining positive customer relationships and promoting the growth of our business.

Key Responsibilities:

Customer Communication:

  • Serve as the first point of contact for customers, addressing inquiries and providing information about our services.
  • Communicate with customers via phone, email, and in-person, maintaining a professional and friendly demeanor.

Troubleshooting and Issue Resolution:

  • Listen to customer concerns, assess problems, and provide appropriate solutions or recommendations.
  • Collaborate with our technical team to address complex issues and ensure timely resolution.

Product and Service Knowledge:

  • Develop a comprehensive understanding of our products and services.
  • Stay updated with industry trends, new technologies, and best practices to better assist customers.

Order Processing and Scheduling:

  • Process customer orders and ensure timely scheduling of appointments.
  • Coordinate with the internal team to streamline service delivery.

Customer Feedback and Satisfaction:

  • Conduct follow-up calls or surveys to gather feedback and measure satisfaction.
  • Address any negative feedback promptly to enhance the customer experience.

Sales and Upselling:

  • Identify opportunities for upselling or cross-selling additional services based on customer needs.
  • Collaborate with the sales team to promote special offers or promotions.

Documentation and Reporting:

  • Maintain accurate records of customer interactions in our CRM system.
  • Generate reports on customer feedback, trends, and service performance for management review.

Qualifications and Requirements:

  • High school diploma or equivalent; additional education or certification is a plus.
  • Proven experience in customer service, preferably in the plumbing, heating, or electric industry.
  • Access to internet with 50 MPS upload and 50 MPS download speed
  • Strong communication and interpersonal skills.
  • Problem-solving and critical-thinking abilities.
  • Basic knowledge of plumbing, heating, or electric systems, or a willingness to learn.
  • Proficiency in using computer systems, CRMs, and other relevant software.
  • Customer-focused mindset with a dedication to outstanding service.
  • Ability to work independently and as part of a team.
  • Excellent time management skills and the ability to handle multiple tasks simultaneously.

Physical Requirements:

  • Prolonged sitting for administrative tasks, such as handling paperwork and using computer systems.

Your benefit package will include (everything except hourly pay begins after the 90-day probationary period is completed):

  • Health, dental, and vision Insurance are optional additional costs for all full-time employees after 90 days of employment.

  • Paid holidays

  • Accrued sick time: 1 hour for every 35 hours worked, up to 40 hours/year (sick time must be used, unused sick time cannot be redeemed for pay)

  • Vacation time: 40 hours per year after 1 year of employment

  • 80 hours per year after 2 years of employment

  • 120 hours per year after 5 years of employment

  • 401K/ Roth 401K provided with an employer match of up to 4% of your pay after a 8% contribution.

Schedule Options:

7:00am to 3:30pm, Monday to Friday

Superior is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, or any other status protected by the laws or regulations in the locations where we operate. We encourage applications from all qualified individuals.

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