Customer Service Representative with Service Titan Experience

AiRight Cooling Heating and Plumbing! A Family Business! Benefits/Perks Flexible Scheduling Career Advancement Opportunities Retirement plan Paid time off, including vacation days, 6 holidays, and sick leave. Job Summary: We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, schedule appointment, process requests, escalate complaints, and provide helpful solutions that ensure a great customer service experience. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure. A positive attitude is a must! Responsibilities: Receive a high volume of inbound calls and emails Identify the reason for the customer’s call, collect relevant information and provide solutions Refer to premade scripts for a variety of customer service topics Use best practices in customer service techniques to develop rapport and build relationships with customers Meet personal and team quotas Attend trainings to maintain up-to-date skills and knowledge Daily outbound calls to generate sales leads Build sustainable relationships through excellent interactive communication Provide accurate and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers Entering work orders in the system Dispatch/scheduling service jobs for technicians Printing, filing, copying, organizing paperwork Following up with customer after every job and offering other services Processing permits for job Ability to work independently or as part of a Team. Qualifications High school diploma/GED Previous experience as a Customer Service Representative or in a similar role is preferred Comfortable using computers and customer management software Excellent phone and verbal communication skills Understanding of active listening techniques Ability to work well under pressure Highly organized with the ability to prioritize projects and manage time effectively Customer orientation and ability to adapt/respond to different types of characters 2 years or more experience in home service field preferred 2 years of sales experience preferred Excellent typing skills Service Titan a Plus!