Crawford Services
  • Grand Prairie, TX, USA
  • 14-21 + bonuses
  • Full Time

medical, dental, vision, STD/LTD, 401k, PTO, Paid Holidays


 

                CUSTOMER SERVICE REPRESENTATIVE (CSR)

Job Description

Reports directly to whom: Residential Service Manager

Directly Supervises Whom/What: All after hours related needs for service department as defined in tasks and duties.

 

Hours:

Monday Friday, Full-Time

May also be eligible to work on Saturday rotation with a another person on the CSI  team once every 5-6 weeks. Saturday hours are 8AM 4PM but may be adjusted during peak and off season.

 

Role: Receives and schedules demand service calls after hours while performing various other customer service tasks.

Tasks and Duties:

  • Receives incoming service calls (residential and commercial)
  • Schedules inbound calls for maintenance agreement visits
  • Schedules calls for customers in need of service
    1. Mindful of call accuracy and tech efficiency including work order setup and standard debriefing policies.
    2. Mindful of proper qualifications of each call
  • Dispatches and Debriefs after hours calls and enters all billing and other information to close out those calls
  • Enters all call information into Aptora, including method of payment for the call
  • Assists the DC with Tech debriefing and work order type information closed out correctly at the end of the day.

 

Job Requirements:

  • Must possess the company core values
  • Regular and punctual attendance. Ability to work overtime if needed.
  • Excellent customer service principles and practices.
  • Skill in operating personal computer and programs such as database and word processing software.
  • Skill in operating a multi-line phone system.
  • Skill in verbal and written communication.
  • Ability to handle a variety of tasks.
  • Ability to perform accurate data entry.
  • Team player
  • Ability to leave your "baggage" at the door

Experience:

Preferred two-year office experience working in a customer service role.

Physical Dimensions:

  • Must be able to see well enough to read reports, drawings, data, statistics and information on a computer screen.
  • Must be able to hear well enough to communicate on the telephone and in person.
  • Must be able to use your fingers for grasping, feeling, and be able to operate a computer and calculator.
  • Must be able to stoop, bend, and lift up to 10 pounds and reach. May be required to do limited carrying, lifting, pushing, or pulling.
  • Mostly sedentary position.

 

KPIs

  • Meet department goals for number of calls schedule a day for maintenance
  • Grow the total number of Maintenance Agreements to meet annual goals for the department
    1. Maintaining high customer satisfaction by fulfilling our agreement to schedule their maintenance calls. We expect that 95% of all the calls owed to customers will be scheduled and run by the end of each season.
  • Maintaining renewal rate goals for ESAs
    1. Clearly notating work orders for the technicians when a customer is up for renewal
    2. Following up diligently with all customers that do not renew with our technicians
  • Fill the schedule board in our slow seasons with "Tune-up Specials" offered to existing, Non-ESA customers

 

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

 

Crawford Services
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