- Location:
- Alexandria, Minnesota (US)
- Job Type:
- Full Time
- Department:
- Service
Customer Service Representative
Position Summary
The Customer Service Representative (CSR) is responsible for providing a friendly and helpful experience for the customer by showing patience, empathy, and passionate communication. Have the ability to problem-solve issues that develop throughout the course of a day with incoming service calls. Be able to qualify what’s the most important service call and customer.
Essential Job Functions
- Create a great customer experience
- Build customer confidence
- Receive and schedule customer calls for service
- Collaborate with service technicians
- Respond to service requests from internal sources
- Order replacement parts
- Monitor good receipts and schedule follow-up calls when needed
- Open and maintain customer accounts by recording account information
- Close service calls, assuring accurate time and material data and charges
- May relieve inventory
- Create draft invoices in the field service software
- Prioritize and schedule calls to best serve customers and minimize travel time and downtime
- Initiate customer communication for capturing feedback such as Google Reviews
- May be asked to help market service offerings
- Build sustainable relationships of trust through open and interactive communication with customers, technicians, and peers
- Greet customers warmly and in a friendly manner with confidence
- Assist in the customer feedback process
- Coordinate planned preventative maintenance as assigned
- Provide input into the development and enhancement of ServiceTrade
- Assist in maintaining the service tag and hold warehouse(s)
- Collaborate with other project managers or department leadership while planning and sharing capacity
- Collaborate with Business Development, Accounting, Warehouse, Fabrication, and Operations staff
- Maintain a safe and healthy work environment
- Adhere to company policy, procedures, and values
Preferred Qualifications
- Attention to details
- Ability to work independently and make decisions to best serve the customer and Company’s needs
- Demonstrate the ability to build interpersonal relationships
- Ability to manage multiple tasks
- Friendly
- Proper spelling and grammar
- Proficient computer skills, specifically: Microsoft Excel, Microsoft Word, Microsoft Outlook, SAP, ServiceTrade
- Ability to develop and maintain professional relationships
- Business acumen
Required Education and Experience
- Strong verbal and written communication
- Proficient data entry skills
- Software skills
Preferred Education and Experience
- Prior experience in a customer-facing environment
- 2+ years of customer service experience
- Experience scheduling staff
- Prior experience with MEP terminology and systems
Additional Eligibility Qualifications:
- Must be able to communicate in the English Language
Benefits
- free family health, dental, and vision insurance
- free life insurance
- free short-term disability insurance
- tuition assistance
- scholarship program
- 401k match
- HSA and flexible spending accounts
- uniform allowance
- paid time off and paid holidays
About Us
Founded in 1980, Ellingsons provides customers with the best mechanical and electrical solutions. With over 100 employees in Alexandria, Minnesota, as well as Dickinson North Dakota, we serve these communities while maintaining a family-like environment.
Our highly-trained staff works closely with residential and commercial customers. We design, install and maintain our customers’ plumbing, HVAC, electrical, fireplace, fabrication, service, and commercial building automation needs. Learn more.
Apply Now
Posted: May 2nd, 2023
