Customer Service Representative

$45,760 - $52,000/Yr

Chivalry Plumbing & Heating - Massapequa, NY

Full-time

Massapequa, NY

About the position

Chivalry Plumbing & Heating is seeking a highly motivated and detail-oriented Customer Service Representative to be the first point of contact for customers. This role focuses on providing exceptional service and support, ensuring customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Answer incoming calls, emails, and messages in a professional and friendly manner
• Schedule service appointments, ensuring efficient routing for technicians
• Provide information about services, pricing, and policies to customers
• Address customer inquiries, complaints, and concerns with empathy and problem-solving skills
• Maintain accurate records of customer interactions and update the company database
• Coordinate with technicians and other team members to ensure timely and effective service
• Dispatch technicians to jobs
• Process payments and assist with billing inquiries
• Follow up with customers post-service to ensure satisfaction and gather feedback
• Promote company services and maintenance plans to customers when appropriate
• Follow up with customers to ensure their issues have been resolved to their satisfaction
• Assist supervisor with requested tasks and projects
• Track key performance indicators
• Use empathy when speaking to customers with plumbing/heating issues

Requirements

• Previous customer service experience, preferably in plumbing, heating, or a home service company
• Excellent communication and interpersonal skills
• Strong organizational and multi-tasking abilities
• Proficient in using computer systems, internet, and scheduling software (Microsoft, Excel, and House Call Pro Software)
• Ability to work well in a team and handle high-pressure situations
• A positive attitude and a commitment to providing outstanding customer service

Benefits

• On-the-job training
• Paid time off