Customer Service Representative
4 weeks ago
Customer Service Representative (CSR) - High Volume Call Center - Full Time
Russo Bros & Co - A member of the Len the Plumber Heating and Air Family of Companies is seeking a highly skilled Customer Service Representative to join our team in New Jersey.
This role is the first line of communication for existing and new customers, and serves a key role in establishing and building customer relationships and providing a positive impression of the company and the services provided.
Key Responsibilities:
- Answer and handle high-volume customer calls each shift
- Convey a positive impression of the company while establishing and building long-term customer relationships
- Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
- Successfully convert customer requests (calls and internet) for service into booked appointments that meet or exceed the customer's expectations
- Correctly address customer needs by quickly identifying the best path to resolution, and taking action
- Capture and distribute customer concerns to the appropriate service team(s).
- Accurately collect and enter all necessary customer information into the day service database
- Contribute to the department and company's success by meeting and exceeding all performance objectives
Requirements:
- A positive, friendly, and helpful demeanor
- Self-starter with a strong self-accountability mindset in achieving set individual and team goals
- Superior communication (oral, written, and over the phone)
- A self-starter who will thrive working independently and on a team
- Good listener, empathetic, and customer focused
- Problem-solving with the ability to prioritize
- Organized
- Ability to multi-task with attention to detail
- Proficiency with computers, especially Microsoft Office software
Benefits:
- Competitive Dental, Vision, and Healthcare Plans
- 401(k) matching
- Short-Term and Long-Term Disability
- Life Insurance
- PTO
- Paid Holidays
- Employee Assistance Program (EAP)
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