Customer Service Representative

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Greenway Plumbing Services Corp is seeking a customer service representative to join our team at our Orlando, FL office. This person will drive customer satisfaction by fielding inquiries, scheduling appointments, dispatching calls, addressing pain points, and maintaining extensive knowledge of service offerings.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

RESPONSIBILITIES:

• Manage customer communications
  • Answer incoming calls and emails to address customer questions, requests, and issues.
  • Promote customer satisfaction by converting incoming customer calls into booked service appointments.

• • Engage in outbound calling to secure scheduled calls, communicate service call changes, and follow up with customers to ensure a successful service operation.
• Consult on customer success
  • ​​​​​​​Advise customers on how to successfully leverage the product/service based on their unique needs.
  • Communicating with technicians to confirm schedules, determine their needs, and support the best customer experience.
• Record Keeping
  • ​​​​​​​Record customers' interactions in the internal system for cross-functional awareness and relationship development.

• • Processing Phone Payments, Applying to Invoices, and Managing Overdue Accounts.
  • Research, prepare, submit, and track permit applications with local municipalities.
  • Supporting additional record-keeping tasks as needed.

• High school diploma or equivalent
• Prior customer service or inside sales experience
• Exceptional interpersonal and communication skills, both written and verbal
• Outstanding listening skills
• Great phone voice – cheerful and well spoken
• Basic computer skills, including Word, Excel, and any other software used by the company (experience with ServiceTitan is a plus)
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above and beyond service
• Excellent time-management and prioritization skills
• Familiarity with CRM system (ServiceTitan is a plus)

ABOUT GREENWAY PLUMBING SERVICES:

Greenway Plumbing Services is a growing plumbing service organization dedicated to delivering quality plumbing and a best-in-class customer service experience to the Greater Orlando residential and commercial community.

Our employees enjoy a work culture that promotes collaboration, cooperation, and accountability. We pride ourselves on the quality of our work and the impact it has on our community.

Benefits include telehealth, dental, vision, life insurance, paid time off, and holiday pay.

Employees can also take advantage of a casual dress code and a family-oriented culture.

We are excited to meet you and work with you!