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Customer Service Representative (CSR)

Company: Broadley's Plumbing Heating & Air Conditioning
Location: Marmora
Posted on: January 16, 2022

Job Description:

Job Description Broadley's is accepting applications for an experienced Customer Service Representative & Assistant Dispatcher who will work as part of the Service Department team to provide excellent customer service to our customer base. Broadley's Plumbing, Heating & Air Conditioning has been family owned and operated since 1911, and continues the tradition of providing excellent HVAC and Plumbing services to our communities in southern New Jersey. Job Title: CSR / Service Admin Department: Service Reports to: Service Manager Work Hours: 7:30am to 4:30pm, Monday through Friday, some overtime may be required Pay Scale: $42,000 annually including benefits package; Ability to earn extra money through service plan spif program and after hours on call. Benefits: We offer a comprehensive benefits package including Full Family Coverage of health, dental and vision insurance plans; All Major Holidays Paid and PTO Vacation Package. Position Summary: Back up the service dispatcher as needed to maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Contact existing customers for the purpose of scheduling service maintenance appointments, commercial service appointments and follow ups. Assist in taking incoming customers calls and creating dispatch tickets as service calls are received. Handle dispatch related functions in the service dispatcher's absence during lunch, breaks, vacation, etc. Maintain customer database with current information. Process service invoices, timecards, and warranty parts. Required Qualifications: Advanced customer service skills. Ability to multi-task Organized Geographical knowledge of service area or map reading skills Knowledge of industry is recommended but not required Computer skills High school diploma or general education degree (GED) Five years related experience and/or training in customer service, call taking, dispatching or project management or equivalent combination of education and experience Qualifications desired: Strong interpersonal skills Energetic Personality Well Organized Professional Phone Skills Excellent verbal skills Daily Duties: Take incoming customer calls. Assist in answering the phones, addressing the customers' needs and connecting them to the correct party. Assist in scheduling service appointments. Create dispatch tickets for service calls. Assist Dispatcher with Maintaining the dispatch board / schedule. Back up service dispatcher as needed daily Assist service dispatcher in responding to all messages left overnight. Update customer information in the customer service database and after each call Make outbound calls to book, confirm, and survey upcoming or completed appointments Process maintenance agreement scheduling reminders. Happy calls / customer surveys. Other duties as assigned On call afterhours and weekends Handle customer inquiries Computer literacy and Microsoft knowledge a must Assist in maintaining a knowledge base of ongoing client issues and follow-ups required Assist Dispatcher with ordering parts Process Maintenance Renewals Assist with other office duties as needed. Proactively reach out to residential maintenance customers for scheduling Process service billings Process warranty parts Other duties as assignedby Jobble

Keywords: Broadley's Plumbing Heating & Air Conditioning, Camden , Customer Service Representative (CSR), Hospitality & Tourism , Marmora, New Jersey

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