Customer Service Representative - Maxwell Plumb Mechanical

Job Overview:

As a Customer Service Representative, you will be the first point of contact for customers, providing assistance, information, and solutions in a professional and friendly manner. Your main responsibilities will include handling customer inquiries, processing orders, resolving complaints, and ensuring customer satisfaction. You will play a vital role in maintaining our company's reputation for excellent customer service.

Key Responsibilities:

1. Customer Interaction:

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

- Provide accurate information about products, services, and policies.

- Assist customers with placing orders, processing returns, and tracking shipments.

2. Issue Resolution:

- Handle and resolve customer complaints efficiently, ensuring the highest level of satisfaction.

- Escalate complex or unresolved issues to appropriate departments when necessary.

3. Order Processing:

- Enter customer orders and update records in the company’s database or CRM system.

- Ensure that customer orders are fulfilled accurately and on time.

4. Documentation and Reporting:

- Maintain detailed records of customer interactions, complaints, inquiries, and actions taken.

- Generate reports on customer service activity and performance when required.

5. Customer Feedback:

- Gather customer feedback and relay it to the appropriate departments for continuous improvement of services.

- Stay updated on company products and services to provide informed and accurate responses to customers.

Key Objectives:

• Maintain a high level of customer satisfaction by providing timely and accurate information.
• Ensure all customer issues are resolved efficiently and effectively.
• Continuously improve knowledge of products and services to better serve customers.

Qualifications:

• High school diploma or equivalent (bachelor's degree preferred).
• Previous experience in a customer service role (preferred).
• Service Titan experience – KEY & HIGHER PAY RATE
• Fluency in Spanish is required for this position
• Proficiency in using CRM systems and Microsoft Office Suite.
• Strong communication and problem-solving skills.
• Ability to multitask, prioritize, and manage time effectively.
• Friendly, positive, and customer-focused attitude.