Customer Service Representative

Job Description:

The duties and responsibilities of the position will consist of, but are not limited to, the following:

Responsibilities:

• Consult with customers by telephone or in-person to provide information about products or services, book calls, update customer files, or obtain details of and find resolutions to complaints
• Check to ensure that appropriate changes were made to resolve customers' problems
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Refer unresolved customer grievances to designated department leads for further investigation
• Determine charges for services requested, collect deposits or payments or arrange for billing
• Contact customers to respond to inquiries or to notify them schedule adjustments
• Solicit sales of new or additional services or products
• Check in shipped parts, and schedule with customer
• Assist technicians with current jobs, purchase orders and rescheduling appointments
• Assist with registration and permits for installs
• Track incoming service calls and assign the appropriate technician to the job
• Relay work orders, messages, or information to or from work crews, or supervisors
• Coordinate service technician arrival times with customers
• Communicate with customers after work is completed to ensure 100% customer satisfaction
• Manage and update customer database with complete and accurate information
• Oversee service technician’s daily schedules and make updates as needed
• Respond positively to calls from customers to understand their needs and effectively schedule work orders
• Provide exceptional customer service to customers
• Communicate clearly and efficiently with customers and technicians
• Excellent customer service skills
• Highly self-motivated to complete tasks in a timely manner
• Geographical knowledge of service areas or map reading skills
• Other duties as assigned

Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.