Customer Service Representative

C ustomer Service Representative

CALL CENTER EXPERIENCE PREFERRED

Location:

Richmond Hill, GA Schedule:

Flexibility required - Schedule can include early or evening shifts including weekends

Pay:

$17.00 hourly plus bonuses, spiffs The Customer Service Rep. converts incoming service request into booked calls for our Service Technicians. The CSR is the first line of communication with current and potential customers and serves a key role in building the customer relationship as well as setting the customers' expectations about the company. .

About Us:

Since 1986, Canady's has built a reputation for excellence, integrity, and honesty in providing exceptional residential HVAC and Plumbing services to the community. Why Join Us? Competitive hourly pay + weekly pay Incentive opportunities Medical, Dental, and Vision Insurance 401(k) with Company Match Paid Time Off (PTO) & Paid Holidays Company-Paid Life Insurance Short-Term & Long-Term Disability Employee Assistance Program (EAP) Opportunities for advancement in a company that promotes from within What You'll Do Handle high-volume inbound calls with professionalism and accuracy Convert inbound inquiries into scheduled, revenue-generating service appointments Make outbound calls to schedule, confirm, and follow up on appointments Resolve customer concerns while maintaining composure and professionalism Enter and manage data accurately within our CRM system Collaborate with dispatch, technicians, and internal teams to avoid scheduling errors Conduct follow-up calls with customers to ensure satisfaction and explore additional service opportunities Participate in training sessions and remain informed on service updates, offerings, and procedures What we are looking for: Excellent verbal and written communication skills Positive, professional, and friendly demeanor Strong problem-solving and multitasking abilities Self-motivated, organized, and team-oriented High school diploma or equivalent (Associate's or higher a plus) Pre-Employment Requirements All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer:

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE ADDITIONAL INFO

ESSENTIAL

JOB FUNCTIONS

Successfully convert requests for service into booked appointments to meet individual and team KPI goals Correctly identify customer needs and overcome objections that may impede call booking Accurately collect and enter all necessary customer information into the service database Answers all calls with a sense of urgency while providing superior customer service at all times Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling Follow-up with customers to ensure overall satisfaction with customer experience and service Effectively handles all other lead sources; such as web leads and answering service messages. Successfully performs opening and closing duties. Ensure safety best practices are followed in the field. Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of Responsible for the distribution of service window updates to all service teams. Capture and distribute customer concerns to the appropriate service team(s). Other duties as assigned.

QUALIFICATIONS/ABILITIES

Ability to demonstrate a positive, friendly and helpful demeanor at all times Ability to demonstrate active listening skills Exceptional oral and written communication skills Professional and collaborative with other internal staff Self-starter with strong self-accountability mindset in achieving set individual and team goals Ability to work in a fast-paced environment with multiple priorities Attention to detail and good organizational skills Receptive to coaching for improved performance Able to work a flexible schedule including evenings, weekends and holidays shift

EDUCATION/EXPERIENCE REQUIREMENTS

REQUIRED:

High school diploma required

PREFERRED

AA preferred 3+ year experience working in a customer service role Proficient in Microsoft Office Sales experience a plus

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

Professional Office Environment Ability to sit for extended periods of time