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 satisfaction through innovative problem-solving and effective communication.

• Acquire knowledge of all services and products to engage effectively with customers.

• Address customer inquiries via email or phone.

• Handle incoming calls related to billing concerns, product issues, service inquiries, and general customer feedback.

• Make outbound calls to arrange field service appointments and discuss seasonal maintenance needs.

• Maintain professionalism with clients, fostering a positive relationship with every caller.

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

• Collaborate with management to stay informed about product knowledge and changes in company policies.

• Resolve issues and transform dissatisfied clients into loyal customers.

• Complete special projects and perform other assigned tasks.

⛳️ Requirements

• High school diploma or equivalent certification.

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

• Familiarity with Service Titan is preferred.

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

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

• Strategic thinker with the ability to foresee issues and devise solutions.

• Strong organizational capabilities with meticulous attention to detail.

• Adept in time management and capable of balancing multiple priorities.

• Self-motivated and able to work independently without supervision.

• Competitive, driven, and results-oriented, motivated by achieving and surpassing goals.

• Capable of passing drug screenings and background checks.

• Experience with remote work environments.

• Ability to sit for extended periods at a desk while working on a computer.

• Proficient in verbal communication and hearing, both in person and via telephone.

• Capable of repetitive hand movements to operate standard office equipment.

• Ability to lift up to 15 pounds occasionally.

• Adequate close vision and distance vision.

• Availability to work the specified schedule on Monday, Tuesday, Wednesday, Friday, and Saturday.

🏝️ Benefits

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

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

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

• Discount on warehouse merchandise.

• Paid time off and holidays (depending on role and hire month).

• Opportunities for career advancement 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.