Customer Service Representative
Overview:
About Us:
At Superior, we pride ourselves on providing top-notch customer service in the heating, cooling, and electrical industries. Our team is dedicated to ensuring that every customer interaction reflects our commitment to excellence and care. We’re seeking a Customer Service Representative to join us in delivering exceptional service to our customers while promoting the growth of our business.
Your Mission:
As a Customer Service Representative, you’ll be the face of Superior, serving as the first point of contact for customers. Your primary responsibility will be to provide friendly and efficient support, handle inquiries, troubleshoot issues, and schedule services.Your role is crucial in ensuring that customers have a seamless and positive experience, reflecting the values we stand for at Superior.
What You’ll Do:
Customer Communication:
- Respond to inbound calls, emails, and in-person inquiries with professionalism and friendliness.
- Provide accurate information about our services, addressing customer needs promptly.
Troubleshooting & Resolution:
- Listen to customer concerns, assess their needs, and offer effective solutions.
- Collaborate with our technical team to ensure quick resolution of complex issues.
Service Knowledge:
- Develop an in-depth understanding of our services and stay updated on industry trends.
- Use your knowledge to assist customers with informed, reliable guidance.
Scheduling & Order Processing:
- Process customer requests and schedule appointments efficiently.
- Coordinate with the internal team to ensure timely service delivery.
Customer Satisfaction:
- Conduct follow-up calls to gather feedback and ensure customer satisfaction.
- Address any concerns to enhance the overall customer experience.
Sales & Upselling:
- Identify opportunities to recommend additional services based on customer needs.
- Promote special offers and current promotions to enhance the customer experience.
Documentation & Reporting:
- Maintain accurate records of all customer interactions, orders, and resolutions in our CRM system.
- Generate reports for internal review to monitor service performance and customer trends.
What You Bring:
- High school diploma or equivalent.
- Proven experience in customer service (experience in the plumbing, heating, or electrical industry is a plus).
- Strong communication skills and a customer-first attitude.
- Problem-solving abilities with a proactive approach to customer issues.
- Proficiency in using CRM systems and other relevant software.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- A team-oriented mindset with a commitment to providing outstanding service.
Work Schedule:
- 10:30 AM – 7:00 PM, Monday to Friday (Hybrid opportunity available).
Why Join Superior?
At Superior, we believe in investing in our people. We offer:
- Hybrid work opportunities for flexibility and work-life balance.
- A supportive culture that values growth and continuous improvement.
- Opportunities for career advancement in a dynamic and growing company.
- Comprehensive benefits (starting after a 90-day probationary period), including health, dental, vision insurance, paid holidays, vacation time, and a 401K/Roth 401K with an employer match of up to 4%.
We encourage applications from all qualified individuals.