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Call Center Representative - On-site

Logan A/C & Heat Services

57 reviews (https://www.indeed.com/cmp/Logan-Services,-Inc.-1)

Dayton, OH 45414

Starting at $17 an hour - Full-time

Logan A/C & Heat Services in Dayton, OH is looking to hire a full-time Call Center Representative to provide fast, friendly service to our customers. Do you enjoy helping others? Are you looking for work-life balance and a supportive growth-oriented environment?

The Customer Service Representative provides excellent customer service by answering phones, scheduling services, assisting, and directing customers to ensure a positive experience.

Essential Duties and Responsibilities:

+ Answer incoming calls for all markets

+ Schedule service calls efficiently and profitably

+ Make outbound calls to schedule maintenance for customers

+ Maintain customer records by updating account information

+ Respond promptly to customer inquiries

+ Follow up on unscheduled service leads

+ Communicate with customers through email, text, and/or phone

+ Maintain professionalism, courtesy, and empathy with customers, establishing a positive rapport

+ Resolve product or service problems by clarifying complaints, determining the cause, and providing the best solution, with follow-up to ensure resolution

+ Work and communicate professionally with peers, other departments, and markets

+ Meet call metrics, maintenance plan goals, and evaluation expectations

+ Ability to work a rotating schedule, including evenings, weekends, and holidays

+ Perform additional duties as assigned

Competencies:

+ Active Listening: Focuses on understanding customers and asking appropriate questions

+ Communication: Timely and appropriate responses, demonstrating a quick grasp of information

+ Composure: Remains poised under pressure and does not become defensive

+ Courtesy: Demonstrates politeness and respect in interactions with others

+ Patience: Tolerant and thorough, ensuring customer concerns are fully addressed before acting

Experience and Requirements:

+ Bachelor's Degree or Associate's Degree with 1-3 years of related experience

+ 1-3 years of experience in customer service

+ Experience with customer database systems

+ Proficiency in Microsoft Word, Excel, and Outlook

+ Strong written and oral communication skills

+ Ability to adapt to changes in a fast-paced work environment

QUALIFICATIONS

+ Strong verbal and written communication

+ Ability to work independently and with a team

+ Excellent organizational skills

+ Strong problem-solving skills

+ Computer skills

+ Experience talking over the phone

+ 1-3 years customer service experience

+ Ability to pass a background check

+ Valid driver's license

WORK SCHEDULE

9:00 AM-5:30 PM Monday-Thursday & 8:30 AM-5:00 PM on Friday. This position also has a requirement for holidays and Saturdays, working at least one holiday a year and one Saturday a month with holiday and Saturday hours being 7:30 AM-12:00 PM.

Benefits:

+ Eligibility for benefits begins after a 90-day probationary period.

+ We offer a comprehensive benefits package, including:

+ Medical, Dental, and Vision Insurance

+ Health Savings Account (HSA)

+ Short and Long-Term Disability Insurance

+ Life Insurance

+ Paid Vacation, Sick Time, and Holiday Pay

+ 401(k) Plan and Profit Sharing (eligible after 1 year of employment)

Our PARTE Values:

+ P – People First – We believe every person matters. We lead with respect, compassion, and care- for our team, our customers, and our communities- because people are the heart of everything we do.

+ A – Agile – We are responsive and embrace change with courage and creativity, with speed, purpose, flexibility, and forward thinking; we turn challenges into opportunities.

+ R – Radical Ownership – We rise to every challenge by taking full responsibility for our actions, decisions, and outcomes. We don't just point to problems-we become the solution.

+ T – Teamwork – We lift each other up and win as one. Through trust, collaboration and open communication, we achieve more- delivering the best for our customers, our company and each other.

+ E – Excellence – Good enough is never enough. We strive for greatness in everything we do, fueled by passion and a commitment to exceed expectations every step of the way.

To perform this job successfully, an individual must be able to meet the essential duties and requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Logan Services Inc. offers Equal Employment Opportunities to all applicants.