Customer Service Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Deliver unparalleled customer service.

• Ensure the service department excels in customer service through creative problem-solving and effective communication.

• Acquire knowledge of all services and product offerings to communicate effectively with customers.

• Address customer inquiries via email or phone.

• Handle inbound calls regarding billing issues, product concerns, service inquiries, and general customer queries.

• Conduct outbound calls to arrange field service appointments and check on seasonal maintenance needs.

• Maintain professionalism with clients and build a positive rapport with every caller.

• Update customer information in the customer service database during and after each interaction.

• Collaborate with the management team to remain informed about product knowledge and changes in company policies.

• Resolve issues and convert frustrated clients into repeat customers.

• Complete special projects and fulfill other assigned responsibilities.

⛳️ Requirements

• High school diploma or equivalent.

• Minimum of 2 years of experience in customer service and/or field service logistics, preferably in a related field.

• Familiarity with Service Titan is preferred.

• Proficient in Microsoft Word, Excel, and database management.

• Clear, confident, and effective communicator both over the phone and in person.

• Ability to foresee problems and devise solutions.

• Strong organizational skills with a keen attention to detail.

• Effective time management skills and the ability to prioritize tasks.

• Self-motivated and capable of working independently without supervision.

• Competitive, ambitious, and results-oriented, motivated by achieving and exceeding targets.

• Must pass a drug screening and background check.

• Experience working remotely.

• Ability to sit for extended periods at a desk and work on a computer.

• Capable of talking and hearing, both in person and over the phone.

• Ability to use hands repetitively to operate standard office equipment.

• Must be able to lift up to 15 pounds occasionally.

• Good close vision and distance vision.

🏝️ Benefits

• Incentive/Commission/Bonus opportunities based on role/grade level.

• 401(k) retirement savings plan with matching company contributions, eligible from your first day.

• Comprehensive health coverage, including medical, dental, vision, company-paid short-term disability, long-term disability, and life insurance for you and your dependents.

• Warehouse merchandise discount.

• Paid time off and holidays, depending on the role and month of hire.

• Opportunities for career growth across various channels.

• Access to tools, hands-on training, formal education, and coaching.

• Robust Employee Assistance Program, offering professional support for personal, legal, financial, work, childcare, and elder care needs.