Position: Customer Service Representative
FLSA: Non-exempt
Position Reports to: Customer Service Manager
Job Purpose Summary:
To provide an exemplary experience for our customers with service scheduling needs, as well as all facets of the service department. All Customer Service Representatives must be career-minded professionals who demonstrate and execute duties at a high level of accuracy and excellence.
Essential Functions, Duties, and Responsibilities:
The following duties are considered essential functions of this position:
- Schedule customers for service needs, including rescheduling, while maintaining daily invoice quotas and scheduling targets.
- Use mapping technology for all calls (Microsoft Office, Google Maps, Package AI).
- Communicate pricing, collect payments, and review warranty information with customers.
- Assist the Customer Service Manager, supervisors, installation and delivery teams, and sales teams with customer service requests.
- Maintain and navigate multiple platforms consistently throughout the day.
- Maintain organization and attention to detail while working in a fast-paced environment.
- Maintain a calm and professional demeanor while resolving customer concerns and researching solutions.
- Meet performance expectations, including sustaining a high call volume and maintaining a target call answer rate (e.g., 70%), with or without reasonable accommodation.
- Work collaboratively as part of a team, demonstrating professionalism and respect for others.
- Maintain regular and reliable attendance to support business operations.
Physical Requirements:
- Must be able to remain in a stationary position approximately 75% of the time.
- Occasionally move about the office to access equipment and collaborate with team members.
- Constantly operate a computer and other office productivity machinery.
- Occasionally move office supplies and equipment weighing up to 10–15 pounds.
- These physical requirements may be performed with or without reasonable accommodation.