Customer Service Representative - Legacy Service Partners
Wall Township, NJ 08736
About the Job
Company Overview: With over 10,000+ customers served and a 5-star Google rating, we have a proven track record of doing the right thing for our customers. Owners Pat and Ed have over 20+ years of experience in the field. Built from 1 guy in a truck, Dwyer Services is now 25+ strong with 15+ trucks in the field. We hold a master license in Heating and Air Conditioning, Plumbing and Electrical Services. Born and Raised in Ocean County NJ, Dwyer Services plan on being a beacon of light in the industry for years to come!
Job Overview: As a Customer Service Representative, you will be the face and voice of our company, providing outstanding customer service and ensuring a positive experience for our residential clients. You will play a critical role in managing customer inquiries, scheduling service appointments, and providing support to our technicians and service teams. Your excellent communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to our continued success and growth.
Responsibilities:
- Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times.
- Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly.
- Schedule service appointments and dispatch technicians based on availability, customer preferences, and urgency of service requests.
- Coordinate with technicians and service teams to ensure efficient scheduling, including optimizing travel routes and minimizing downtime.
- Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries.
- Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions.
- Assist customers with troubleshooting minor issues over the phone, providing guidance and support before dispatching a technician if necessary.
- Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes.
- Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback.
- Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions.
- Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively.
- Assist in administrative tasks such as data entry, invoicing, and generating service reports as required.
- Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.
Qualifications:
- Previous experience in customer service, preferably in a service-oriented industry.
- Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
- Strong problem-solving skills and the ability to think quickly on your feet.
- Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests.
- Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite.
- Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
- Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills.
- Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service.
- Ability to work collaboratively within a team environment, supporting a positive and supportive work culture.
- High school diploma or equivalent.
Why You'll Want to Work Here:
- Competitive salary
- Flexible vacation policy
- Full medical, dental, and vision packages, 401(k)
- Opportunity to work for a high growth company backed by institutional investors.
About Us: Legacy Service Partners (LSP) is a leading platform of residential HVAC, plumbing, and electrical service providers across the United States. Since our inception in 2021, LSP has partnered with 30+ leading local brands across 16 states, and we are rapidly expanding our footprint. We create unmatched growth opportunities for our brands so they can better serve their employees, their customers, and their communities. We do this by providing a wide range of world-class resources to support and enhance our local management teams. We are guided by our core values – winning together, performance over politics, and today not tomorrow. Legacy is backed by Gridiron Capital, a private equity firm specializing in middle market facilities services companies with over $5bn of assets under management, and ZBS Partners, a leading roll-up incubator.
Dwyer Services and Legacy Service Partners are equal opportunity employers, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.
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Source : Legacy Service Partners
