Job Description

Job Description

Job Description

Customer Service Representative (CSR) - High Volume Call Center - Full Time!

JOIN OUR BUSY TEAM! Russo Bros & Co - A member of the Len the Plumber Heating and Air Family of Companies!!

We are currently searching for a highly talented Customer Service Representative in New Jersey! Are you someone that provides service with a smile? Do you enjoy working with people and building rapport? Are you looking for a career with a growing company with many advancement opportunities?

Then come join our team! Bi-LINGUAL a PLUS!!!!

Russo Bros & Co - A member of the Len the Plumber Heating and Air Family of Companie s is looking for friendly and enthusiastic Customer Service Representatives (CSR) to convert incoming service requests into booked appointments for field technicians. This position is the first line of communication for existing and new customers and serves a key role in establishing and building customer relationships and providing a positive impression of the company and the services provided. This full-time position requires schedule flexibility and includes some pre-scheduled night and weekend shift work.

Essential Job Functions:

• Quickly and efficiently answer and handle high-volume customer calls each shift
• Conveys a positive impression of the company while establishing and building long-term customer relationships
• 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
• Successfully converts customer requests (calls and internet) for service into booked appointments that meet or exceed the customer’s expectations
• Correctly addresses customer needs by quickly identifying the best path to resolution, and taking action
• Capture and distribute customer concerns to the appropriate service team(s).
• Accurately collects and enters all necessary customer information into the day service database
• Contributes to the department and company's success by meeting and exceeding all performance objectives
• Maintains performance proficiency by staying current on all updates and process changes
• Proactively identify areas for process change to improve customer-handling procedures 
• Work cross-functionally with dispatchers and other departments to ensure the customer is satisfied

Qualifications: 

• A positive, friendly, and helpful demeanor
• Self-starter with a strong self-accountability mindset in achieving set individual and team goals
• Superior communication (oral, written, and over the phone)
• A self-starter who will thrive working independently and on a team
• Good listener, empathetic, and customer focused
• Problem-solving with the ability to prioritize
• Organized
• Ability to multi-task with attention to detail
• Proficiency with computers, especially Microsoft Office software
• Sales experience a plus

Experience/Education:

• High School Diploma or equivalent required, associates and college degrees preferred.

Compensation:

• Based on experience

Benefits:

• Competitive Dental, Vision, and Healthcare Plans
• 401(k) matching 
• Short-Term and Long-Term Disability
• Life Insurance
• PTO
• Paid Holidays 
• Employee Assistance Program (EAP) 

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

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