Customer Service Representative (Plumbing, Electrical, and Renovations)

Job Summary: We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a representative of our plumbing, electrical, and renovations contracting business, you will play a crucial role in ensuring exceptional customer experiences. This position requires strong communication skills, attention to detail, and the ability to coordinate effectively with various teams within the organization.

Roles and Responsibilities:

1. Customer Interaction:
   • Serve as the primary point of contact for customers, addressing inquiries, concerns, and providing information about our plumbing, electrical, and renovations services.
   • Ensure timely and professional responses to customer queries through phone, email, and other communication channels.
   • Build and maintain positive relationships with customers, fostering trust and confidence in our services.
2. Appointment Scheduling:
   • Coordinate with customers and internal teams to schedule appointments for plumbing, electrical, and renovations services.
   • Manage and update the appointment calendar, ensuring efficient scheduling and resource allocation.
   • Communicate appointment details to customers and provide any necessary pre-service information.
3. Issue Resolution:
   • Address and resolve customer complaints or issues promptly and effectively.
   • Collaborate with field technicians and project managers to ensure timely resolution of customer concerns.
   • Document and report recurring issues to contribute to continuous improvement initiatives.
4. Documentation and Record Keeping:
   • Maintain accurate and up-to-date records of customer interactions, service requests, and resolutions.
   • Ensure completeness of customer profiles, including contact information, service history, and preferences.
   • Generate reports on customer satisfaction, feedback, and common issues for management review.
5. Cross-Functional Collaboration:
   • Work closely with the plumbing, electrical, and renovations teams to coordinate service delivery and address customer needs.
   • Communicate effectively with field technicians, project managers, and other departments to ensure a seamless customer experience.
   • Provide feedback to internal teams based on customer insights to improve overall service quality.
6. Product and Service Knowledge:
   • Stay informed about plumbing, electrical, and renovations services offered by the company.
   • Continuously update knowledge of industry trends and best practices to better assist customers.
   • Provide accurate information and advice to customers regarding our services.

Qualifications:

• Previous customer service experience in a similar industry is preferred.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficient in using customer relationship management (CRM) software.
• Ability to remain calm and composed in high-pressure situations.

How to Apply: Interested candidates should submit their resume and a cover letter detailing their relevant experience to Ashley.Brown@marinesplumbing.com. We thank all applicants for their interest; however, only those selected for an interview will be contacted.