D&F Plumbing requires a motivated and trainable team player for a Customer Service Representative. This position includes an array of duties that demand strong skills in customer relations, data entry, phone interactions, organization and sales. As CSR, we expect a personality that's pleasant on the phone, patient with customers and coworkers, and confident in stressful situations.

More than just customer relations, the CSR serves as a support specialist to people both inside and outside of the company. Scheduling appointments and encouraging sales over the phone is just a sliver of the full scope. CSR's handle a range of tasks that directly contribute to the overall flow of productivity and efficiency.

At D&F Plumbing, we pride ourselves on employee satisfaction and reward loyal and enthusiastic members of the team. This fundamental role comes with the opportunity for growth and expanded responsibilities in a near-century-old business.

Responsibilities:

• Maintain a high level of professionalism and patience with coworkers and customers
• Identify and assess customers' needs to achieve satisfaction and fast solutions
• Build sustainable relationships, positive rapport and trust with customers over the phone
• Answer incoming calls regarding service questions, scheduling, payments, billing issues, and general customer concerns
• Update customer information in the customer database during and after each call
• Properly use dispatch software to accurately maintain customer records and schedule service team accordingly
• Schedule customers efficiently and accurately to improve dispatch and service time-frames
• Keep records of customer interactions, process customer accounts and file documents
• Problem solve to turn frustrated clients into repeat customers
• Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
• Follow communication procedures, scripts, guidelines and policies
• Punctual and committed to regular attendance
• Securely take payment information and other pertinent information such as addresses and phone numbers
• Keep company and customers' personal information safe and private
• Stay up to date on company deals and promotions and inform customers of discounts they can take advantage of
• Alleviate workload for miscellaneous office duties including answering phones, responding to emails, word processing of proposals, field support, project management, purchase of materials, and various duties for customers or vendors
• Assist with internal office processes and field support for matters related to credit cards, invoices, phone interactions, data entry, inventory and paperwork
• Job entails sitting and/or standing for extended periods of time (up to 4 hours) and may require occasional physical lifting (up to 30 pounds)
• Contribute to team effort by accomplishing and achieving results for other tasks or projects as assigned by the supervisor

Skills & Qualifications:

• Excellent communication and phone skills
• Quick-learner and adaptable
• Experienced with data entry and scheduling or dispatch software systems
• Good physical health with the ability to lift up to 30 pounds
• Computer and typing proficient, 40+ wpm
• Background or experience in the construction industry
• Strive to implement systems that benefit the team of employees and D&F Plumbing as a whole