Customer Service Representative

Robert Half - Pflugerville, TX

Full-time - Entry Level

Pflugerville, TX

Administrative and Support Services

About the position

The Customer Service Representative role at Robert Half in Pflugerville, Texas, is a contract-to-hire position focused on managing customer service requests and ensuring the smooth operation of the customer service department. The representative will interact with various stakeholders, maintain job status records, and provide excellent customer service while working a rotating schedule.

Responsibilities

• Efficiently create and dispatch incoming service requests to technicians.
• Regularly monitor the daily workload in assigned areas to meet client requirements.
• Handle inbound and outbound calls and emails from technicians, customers, and other working groups, ensuring job status information is accurate and up-to-date.
• Evaluate daily workload and make necessary adjustments to the resource plan, which may include reaching out to technicians for additional shifts or jobs during high workloads.
• Diligently follow client procedural requirements and specific processes.
• Respond promptly to escalated requests for urgent installation and repair calls.
• Utilize technical skills such as Salesforce and MS Office Suite to manage customer service tasks and handle ticketing systems.
• Ensure the creation of around 20 tickets a day, primarily through email.
• Offer excellent customer service, utilizing skills in dispatching and communication.
• Assist with high workloads when necessary by taking on additional shifts or jobs.

Requirements

• Demonstrated experience in customer service roles
• Proficiency in dispatching duties, managing tasks and prioritizing workloads
• Familiarity with ticketing systems and their effective use in resolving customer issues
• Excellent communication skills, both verbal and written
• Ability to handle customer complaints, provide appropriate solutions and alternatives within a timely manner, and follow up to ensure resolution
• Strong problem-solving skills and ability to handle difficult customer interactions
• Ability to work independently and in a team-oriented environment
• Availability to work in shifts, during weekends, or holidays if required
• High school diploma or equivalent; higher education degree would be a plus
• Proficiency in using computers and related technology.

Nice-to-haves

• Higher education degree would be a plus

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan