Customer Service Representative

DUTIES & RESPONSIBILITIES

• Work with work order tracking system.
• Work with QuickBooks and Microsoft Office Suit on a daily basis.
• Take payments using Payment software, cash, and checks.
• Book service or sales appointments when clients and prospects call.
• Confirm appointment with the clients before the arrival of our staff.
• Follow up with phone calls upon completion of work performed.
• When an issue arises with client dissatisfaction, take immediate action to resolve.
• Answer the phone quickly and professionally.
• Call customers to confirm maintenance appointments and schedule, as necessary.
• Work closely with the dispatcher to coordinate scheduling.
• Communicate clearly, precisely, and in a friendly manner. Take and deliver messages as appropriate. Ensure messages are received and follow up as appropriate.
• Ensure the accurate capture, data entry and maintenance of customer information.
• Be familiar with our company, products, and services so many questions can be answered without consulting others.
• Alert managers quickly to significant customer issues, serving as a champion of the client to our company.
• Win the confidence of new clients when they call for service or repairs.
• Increase revenue from established customers and generate additional revenue from new customers by using proper sales techniques, problem-solving skills, and account management.
• Ask for referrals and inform the client where and how to make them.
• Have a good working knowledge of our products and services being offered. This may require additional study and training both on and off-site.
• Work closely with project managers to track open projects/bids.