Customer Service Representative

Summary: The Customer Service Representative is the first point of contact for customers across multiple communication channels, including phone, email, SMS, web inquiries, and chat. This role is responsible for delivering exceptional customer experience while supporting efficient appointment scheduling, customer issue resolution, lead capture, and service coordination across multiple brands and locations. Operating within the Contact Center Operations organization, the CSR plays a critical role in supporting customer satisfaction, operational efficiency, appointment conversion, and service opportunity capture throughout the customer lifecycle. Successful CSRs demonstrate strong communication skills, ownership, urgency, operational awareness, and the ability to guide customers through service-related needs with professionalism and empathy. This role partners closely with dispatch, branch operations, field teams, and leadership to deliver a consistent and efficient customer experience. CSRs are expected to take ownership of customer interactions and support timely, accurate, and effective resolution whenever possible during the initial customer contact.

Duties and Responsibilities: Customer Experience & Contact Handlingo Professionally handle inbound and outbound customer interactions across phone, chat, email, SMS, and web inquiry channels.o Deliver a positive, empathetic, and solution-oriented customer experience during every interaction.o Resolve customer inquiries efficiently while minimizing unnecessary transfers or repeat contacts.o Take ownership of customer interactions through appropriate resolution, scheduling, escalation, or warm handoff.o Effectively manage multiple customer conversations and workflows in a fast-paced contact center environment.o Maintain professionalism, accuracy, and responsiveness while balancing customer experience and operational expectations. Appointment Scheduling & Service Coordinationo Schedule service appointments, maintenance visits, inspections, estimates, and installation consultations.o Utilize effective diagnostic questioning to identify customer needs and support accurate service scheduling on the first interaction whenever possible.o Gather accurate customer and service information to support technician routing and dispatch coordination.o Coordinate with dispatch and operations teams to support schedule efficiency and customer satisfaction. Lead Capture & Outbound Engagemento Capture complete and accurate lead and customer information within company systems.o Support conversion of inbound inquiries into booked appointments through effective communication and call ownership.o Identify opportunities for additional services, maintenance programs, inspections, or product consultations when appropriate.o Perform outbound follow-up calls related to web inquiries, missed calls, appointment confirmations, reschedules, and customer outreach initiatives.o Support abandoned call recovery and follow-up activities in alignment with operational procedures. Technology & Systems Proficiencyo Ability to navigate multiple computer systems, applications, and communication platforms simultaneously.o Proficiency with Microsoft Office applications, including Outlook, Teams, and basic data entry functions.o Experience using contact center platforms, dialers, phone systems, CRM systems, or customer communication software preferred.o Strong keyboarding, computer navigation, and multitasking skills in a fast-paced environmento Ability to learn and adapt to new technologies, systems, and operational tools Performance ExpectationsCSRs are expected to consistently meet established performance standards related to: Customer experience and quality assurance First-call resolution and effective call ownership Appointment booking and lead handling effectiveness Productivity and responsiveness across communication channels Accuracy of customer documentation and scheduling Attendance, punctuality, and schedule adherence Compliance with company workflows, procedures, and operational standards.