Customer Service Representative

REED'S PLUMBING, HEATING, EXCAVATING, & AIR, LLC • Springfield, MO • 2h ago

We are looking for a dependable, self-motivated individual to join our call center team. This position focuses on providing excellent customer service, answering calls, scheduling jobs, and assisting with daily office tasks to keep things running smoothly.

Types of Responsibilities:

Answer inbound calls, emails, and live chats professionally with a cheerful, "smiling" phone voice.

Maintain and utilize the required ServiceTitan system scripting for quality and consistent client interactions.

Offer specific appointment windows for service, maintenance, estimates, and multi-trade sales.

Coordinate with dispatch to schedule calls using specialized software, maximizing efficiency by technician location.

Field inquiries fluidly across Plumbing, HVAC, Septic, and Heavy Excavation divisions for both Residential and Commercial accounts.

Maintain the customer database, ensuring complete, accurate, and real-time entry of notes and billing details.

Perform administrative duties at the request of management to improve overall office efficiency.

Promptly report any service issues to the appropriate leader to ensure rapid customer resolution.

Follow-up on outstanding estimates

Assist with job scheduling and auditing

Create custom reports in Excel

Maintain consistent, professional communication across all internal departments and leadership teams.

Perform other duties as assigned

Position Requirements:

Very strong analytical and critical thinking skills

Ability to work in a fast-paced environment and be flexible with changes

Ability to multi-task and shift focus and priorities as needed

Ability to handle the personalities of a construction workplace atmosphere

Possesses a collaborative and customer-service focused work style

Team-player attitude focused on the company's goals

Proficiency in Excel is a must

Proven experience resolving complex matters, evaluating risks, analyzing possible outcomes, and making good decisions based on the information available

Excellent verbal and written communication skills including the ability to interact professionally within all levels of the organization

Physical Requirements:

Regularly spends long hours sitting and using office equipment and computers

Mobility required to attend weekly meetings

Regularly communicates verbal and written messages with others

Occasionally lift 5-20 pounds

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