Customer Service Representative

Customer Service Representative (CSR) - High Volume Call Center - Full Time!

Join our growing team at NEFFSVILLE PLUMBING & HEATING TEAM Lancaster PA Office!

A member of the LEN THE PLUMBER HEATING AND AIR Family of companies!

Are you someone that provides service with a smile?
Do you enjoy working with people and building rapport?
Are you looking for a career with a growing company with many advancement opportunities?

Then come join our team! Bi-LINGUAL a PLUS!!!!

FULL TIME - HOURLY - In-Office position in our lovely Lancaster PA Branch location.

Must have schedule flexibility as this position usually works a few rotating evenings (NOT OVERNIGHT) and day-shift Weekends.

Neffsville Plumbing & Heating is looking for friendly and enthusiastic Customer Service Representatives (CSR) to convert incoming service requests into booked appointments for field technicians. This position 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. This full-time position requires schedule flexibility and includes some pre-scheduled nights and weekend shift work.

Essential Job Functions:

• Quickly and efficiently answer and handle high-volume customer calls each shift
• Conveys a positive impression of the company while establishing and building long-term customer relationships
• Successfully converts customer requests (calls and internet) for service into booked appointments that meet or exceed the customer’s expectations
• Correctly addresses customer needs by quickly identifying the best path to resolution, and taking action
• Accurately collects and enters all necessary customer information into the day service database
• Contributes to the department and company's success by meeting and exceeding all performance objectives
• Maintains performance proficiency by staying current on all updates and process changes
• Proactively identify areas for process change to improve customer-handling procedures
• Accurately collects and enters all necessary customer information into the service database
• Communicates effectively and collaborates with all internal departments to satisfy customer needs
• Follows up with customers to ensure completion of and overall satisfaction with the service provided
• Contributes to the department and company's success by meeting and exceeding all performance objectives
• Maintains proficiency of performance by staying current on all updates and process changes
• Proactively identify areas for process change to improve customer-handling procedures

Qualifications:

• A positive, friendly, and helpful demeanor
• 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
• Delivering exceptional customer service through inbound, outbound calling, and email.
• Selling principles
• Basic business math and calculations
• General office practices and procedures
• Basic methods and practices of financial and general record keeping
• Telephone sales experience in a Service environment is highly preferred

Experience/Education:

• High School Diploma or equivalent required, associates and college degrees preferred.

Compensation:

• Based on experience

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)

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE

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