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Inbound Customer Service Representative
Confidential - Auburn, WA
posted 2 months ago
About the position
We are seeking a dedicated and enthusiastic Inbound Customer Service Representative to join our team. This role is essential in providing exceptional service to our customers by addressing inquiries, resolving issues, and ensuring a positive experience. The ideal candidate will possess strong communication skills and the ability to analyze customer needs effectively, with extensive experience in service-oriented businesses such as Septic, Sewer, Plumbing, and HVAC industries.
Responsibilities
- Respond promptly to inbound customer inquiries via phone, email, or chat.
- Possess broad industry knowledge for addressing various issues with our products and services.
- Utilize phone etiquette to maintain professionalism while assisting customers.
- Analyze customer requests and provide accurate information or solutions.
- Type and document customer interactions in our database for record-keeping.
- Perform data entry tasks efficiently to ensure all customer information is up to date.
- Meet service response time goals and close rate goals daily.
- Engage in outbound calling when necessary to follow up on customer issues or feedback.
- Communicate effectively with customers, demonstrating empathy and understanding.
- Assist in sales efforts by promoting relevant products or services during interactions.
Requirements
- 5+ Years of Relevant Experience in a fast-paced, high-volume call center in the Septic, Sewer, Plumbing, HVAC, or Similar industries.
- Experience utilizing a computer-based dispatch program (Service Titan experience is highly preferred).
- Strong phone etiquette and communication skills are essential.
- Ability to analyze situations and provide effective solutions quickly.
- Proficient typing skills for data entry tasks.
- Familiarity with sales techniques is advantageous.
- Must be detail-oriented and able to manage multiple tasks simultaneously.
- Strong work ethic without the need to be fully supervised.
Nice-to-haves
- Service Titan Experience
- Multilingual abilities are highly desirable, enabling effective communication with diverse customers.
Benefits
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Paid time off
- 401(k) 4% Match
- Vision insurance
- 401(k) matching
- Employee discount
- Professional development assistance
- Flexible schedule
- Life insurance
- Referral program
- Pet insurance
