Customer Service Operations Specialist
4 days ago
Job Overview
Lancaster Plumbing & Heating Co Inc is seeking a highly organized and proactive Customer Service Operations Specialist to ensure seamless service delivery and high-quality interactions with our customers.
Key Responsibilities
- Manage inbound customer communications via calls, texts, and emails with professionalism and efficiency.
- Actively identify and assess customer needs to deliver exceptional service and achieve high satisfaction.
- Coordinate and communicate appointment details between customers and technicians.
- Work closely with service managers to prioritize and optimize scheduling.
- Provide consistent updates to customers on technician progress and estimated arrival times.
- Act as a customer advocate, relaying detailed, accurate information to technicians to ensure a positive service experience.
- Support a collaborative team environment by communicating with management and team members as necessary.
Requirements
- Full-time availability, Monday through Friday.
- Strong communication, organizational, and interpersonal skills.
- Quick learner with the ability to understand business operations and prioritize urgent requests.
- Ability to work independently and stay calm under pressure.
- Tech-savvy with computer competence.
- Motivating, upbeat personality with a polished and professional demeanor.
- Self-motivated, disciplined, and competitive in nature.
- Team-oriented with a collaborative attitude.
- Willingness to cover a limited on-call schedule.
- Flexibility and adaptability for ongoing learning and development.
What We Offer
- Estimated Annual Salary: $45,000 - $55,000 based on industry standards and location.
- Comprehensive Benefits: Medical, dental, vision, and life insurance.
- Paid Vacation: Start accruing paid time off after just 90 days.
- Incentives: Weekly bonus opportunities, contests throughout the year, and 401(k) with company match.
- Professional Development: Paid training and ongoing mentorship for career growth.
- Work-Life Balance: Eligibility for a hybrid schedule after 90 days (3 days remote, 2 days in-office).
- Community and Culture: Enjoy regular company outings, events, and a supportive team atmosphere.
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