Position Title: Customer Service Representative (CSR)

Reports To: Office Manager

Position Description Summary:  The basic function of the Customer Service Representative (CSR) is to convert incoming customer calls into booked service calls and forward to available Field Technicians. Handles service calls from customers projecting a professional image and using the company prepared script. Utilizes customer service training to educate to establish rapport and assist customers in choosing service and products. Follows company training to assure prompt and accurate dispatch of incoming orders. Is aware of the importance of Field Technician incentive programs and assures fair and equitable distribution of work and proper documentation of said work. Conducts ‘Happy Calls’ according to company procedure.

Position Qualifications:  The CSR must be goal oriented self- starting, and energetic. This individual must be willing to pursue and actually participate in continuing education. This person must have a genuine empathy for customers and a willingness to help others.  This position requires the individual to be aware of and understand the company Mission Statement and be able to give a general outline if asked by customers or supervisor.

Requirements:  To perform this job successfully, an individual must be able to complete all areas outlined for this position in a satisfactory manner. Listed below is a representation of knowledge, skills, and/or abilities necessary to meet the minimum job requirements.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education:  Required: A high school diploma or equivalent.

Experience:  A minimum of one years experience including hands on training and or work in telephone sales and or dispatch is required.

Skills, Knowledge and Abilities:  Must be confident in his/her abilities. Must believe in him/her self and the company. Must believe in the company Mission Statement and the CSR’s work must reflect this belief. Must be familiar with local plumbing codes and be able to speak to company product lines with some degree of accuracy. Must be able to work with co-worker technicians to get the job done correctly and in the best interest of our customers, while abiding by company policies. Must have very pleasant telephone demeanor and be able to demonstrate good customer empathy.

Body Positions:  Regularly requires sitting, walking, bending, and lifting for prolonged periods of time.

Body Movements:  The employee must have a full range of body movements including the use of hands feet and fingers to handle or feel objects and must be capable of bending, reaching, and crouching.

Body Senses:  Must have command of all five senses sight, hearing, touch, smell and taste. Specific vision abilities required include close vision, depth perception, and the ability to adjust and focus. Must hear and speak well enough to conduct business over the telephone for long periods of time.

Strength:  Must be able to lift up to 30 pounds.

Mental:  Must be able to read and write English well enough to read and prepare invoices, time sheets and proposals. Must be capable of applying sound business judgment to all decisions. Must be able to utilize phone, phone pager, intercom and fax at a high expertise level. Must be able to read and use “Hagstrom” maps (or other mapping systems used by company) proficiently.

Working Conditions:  This position will require working indoors. The noise level in the work environment is usually moderate.  Typical workweek is 8 to 9 hour workdays 5 days per week with periodic weekend work, as well as early and/or late weekday meetings with staff personnel as needed. This position deals with aggressive personalities in a highly competitive industry and will be stressful.  The CSR must maintain a close working relationship with other members of the staff.

Accountability:  The CSR is accountable to the Office Manager or President for all aspects of his/her job. The CSR must meet or exceed company minimums set for various incentive programs if in place.

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