Customer Service Rep

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.