Customer Service Representative

Description

CastleWorks Home Service Company is looking to hire a Customer Service Representative for the night shift (3:30 pm - 12:00 am midnight). We are seeking an energetic professional dedicated to providing excellent customer service. 

- Full-time

- Night shift - 3:30 p, to 12:30 am  

- The work setting is in an office. It is an essential function of the position to work with a team in the call center, therefore, the position is not a remote or hybrid position and must report to the direct work site.

Responsibilities include, but are not limited to:

• Answer incoming calls from customers related to service, billing, and other departments promptly.
• Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
• Manage customer concerns to maintain a positive customer relationship.
• Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts.
• Maintain a positive, professional, optimistic attitude in the workplace.
• Check voice mail messages from the after-hours answering service.
• Review the dispatch board with the dispatcher(s)
• Call customers from the non-emergency after-hours service to schedule appointments
• Confirm all scheduled appointments with customers throughout the day.
• Accurately gather all necessary customer information.
• Provide recommendations for service and maintenance contracts as appropriate.
• Assist other departments as needed and perform other duties as assigned.

Requirements

Job Experience Requirements:

• One to two years of Call Center experience; HVAC experience is a plus.
• Ability to manage multiple priorities within a fast-paced environment.
• Strong judgment skills to make sound business decisions.
• Solid computer skills.
• Experience with Service Titan is a plus.
• Highly detailed and organized.
• Geographical knowledge of service areas or map reading skills are a plus.
• Dependable
• Adaptable - enjoys work that requires frequent shifts in direction.
• Achievement-oriented - enjoys taking on challenges.
• Stress tolerance- thrives in a high-pressure environment.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.