Customer Service Representative II

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Bonus based on performance

Company parties

Dental insurance

Health insurance

Opportunity for advancement

Profit sharing

Training & development

Position Summary :

The Customer Service Representative is responsible for providing exceptional customer support by serving as the first point of contact for incoming calls, emails, and online inquiries. This role requires professionalism, strong communication skills, and the ability to schedule and coordinate service appointments efficiently while ensuring a positive customer experience. A successful CSR II must have the ability to function as a part of a team and be able to think creatively and critically.

Key Responsibilities :

• Answer incoming phone calls, emails, and online inquiries in a courteous and professional manner.
• Listen to customer needs, answer questions, and provide accurate information about services.
• Schedule and confirm service appointments, ensuring proper documentation in the companys system.
• Coordinate technician availability with customer requests to optimize scheduling efficiency.
• Maintain knowledge of dispatch fees, promotions, and company policies to provide clear information to customers.
• Follow up with customers as needed to confirm appointments or gather additional information.
• Handle customer concerns or complaints with patience and professionalism, escalating when necessary.
• Record and update customer information accurately in the database.
• Support other departments with administrative tasks as needed.
• Handle monthly A / R

Qualifications :

• High school diploma or equivalent required; additional education or training in customer service is a plus.
• Minimum of 2 years previous experience in customer service, call center sales, and appointment scheduling preferred.
• Strong communication and active listening skills.
• Ability to multitask, stay organized, and work in a fast-paced environment.
• Proficiency with scheduling software, CRM systems, and Microsoft Office.
• Positive attitude, team-oriented, and committed to delivering excellent service.

Work Environment :

This position is office-based with regular use of phones, computers, and scheduling systems.