The Call Center Representative plays a critical role in ensuring exceptional customer service by managing inbound and outbound calls, scheduling service appointments, addressing customer inquiries, and resolving issues effectively. This position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
📞 Customer Interaction and Service
This role centers around delivering an excellent customer experience from the first call to post-service follow-up. Responsibilities include:
Answering incoming calls promptly and professionally
Scheduling and coordinating plumbing and mechanical service appointments using the company's scheduling software
Providing accurate information about services, timelines, and availability
Resolving customer inquiries and complaints with a focus on first-call resolution
Following up with customers after service to ensure satisfaction and address any concerns
Reaching out to customers enrolled in membership plans to schedule services and maintenance checks
💬 Communication and Documentation
Keeping things organized and clear is key. This includes:
Maintaining accurate customer records and documenting all interactions in the CRM system
Escalating complex issues to the appropriate department or supervisor when needed
Confirming upcoming appointments and sending reminders to help reduce no-shows
📊 Sales and Upselling
Identifying opportunities to upsell additional services or maintenance plans in a helpful, customer-first way
⏰ Call Management and Performance
Adhering to call scripts and customer service standards to maintain a consistent and positive experience
Meeting or exceeding performance metrics like call handling time, customer satisfaction scores, and appointment conversion rates
To succeed in this role, you should have:
A high school diploma or equivalent (required)
Prior experience in customer service, call center, or administrative support (preferred)
Strong phone etiquette and active listening skills
The ability to multitask, stay organized, and handle pressure in a busy environment
Basic computer skills, including experience with scheduling systems and CRM platforms
A positive, team-focused attitude and a genuine desire to help others
We offer more than just a job - we offer a team and a future:
Competitive hourly pay: $18-$22/hour, based on experience
Full benefits for full-time employees
A welcoming and supportive work environment
Opportunities to grow with a fast-growing, family-owned company
ARE YOU READY TO JOIN OUR TEAM?
Customer Service Representative • Salem, OR, USA
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