Experienced Customer Service Representative – Lead Role in Sterling, VA at arenaflex
At arenaflex, we're a family-owned and operated HVAC, plumbing, and electric company that prides itself on delivering exceptional service to our customers. We're now seeking an outgoing and reliable individual to join our team as a Lead Customer Service Representative in Sterling, VA. As a key member of our team, you'll be responsible for providing top-notch customer service, ensuring customer satisfaction, and driving business growth.
About arenaflex
arenaflex is a leading provider of HVAC, plumbing, and electric services in the Sterling, VA area. Our company values are built on a foundation of trust, integrity, and customer satisfaction. We're committed to delivering exceptional service, ensuring our customers receive the best possible experience. Our team is dedicated to providing innovative solutions, staying up-to-date with the latest industry trends, and continuously improving our services.
Job Summary
As a Lead Customer Service Representative, you'll be the face of arenaflex, interacting with customers, resolving issues, and ensuring their satisfaction. You'll be responsible for:
- Professionally answering incoming service calls
- Resolving customer issues in a prompt and courteous manner
- Maintaining customer satisfaction
- Adjusting technicians' schedules as needed
- Dispatching service technicians according to the schedule
Responsibilities
* Provide exceptional customer service, ensuring customer satisfaction and loyalty
- Respond to customer inquiries, resolve issues, and provide solutions
- Maintain accurate records of customer interactions, including calls, emails, and chats
- Collaborate with the service team to ensure timely and efficient dispatch of technicians
- Adjust technicians' schedules as needed to meet customer demands
- Develop and maintain strong relationships with customers, technicians, and other stakeholders
- Stay up-to-date with industry trends, products, and services to provide informed solutions
- Participate in ongoing training and development to improve customer service skills and knowledge
Requirements
* 3-5 years of customer service experience in a similar service industry
- Geographical knowledge of the service area or map reading skills
- Great phone etiquette and communication skills
- Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
- Excellent interpersonal skills with the ability to interact with all types of customers
- Outstanding communication and customer satisfaction skills
- Good computer/typing/data entry skills
- Ability to work in a fast-paced environment, meeting deadlines and handling multiple tasks
- High school diploma or equivalent required; associate's or bachelor's degree preferred
Preferred Qualifications
* 5 years of dispatch/customer service experience in a similar service industry
- HVAC, electrical, or plumbing experience
- Experience with customer relationship management (CRM) software
- Knowledge of industry-specific software and systems
- Bilingual or multilingual skills
Schedule and Work Environment
* Full-time position, approximately 40 hours per week
- May include some evenings and Saturdays
- Periodic overtime may be required
- Regular, timely, and predictable adherence to assigned work schedule is an essential function of the job
- Work in a dynamic and fast-paced environment, interacting with customers, technicians, and other stakeholders
Benefits
* Great pay, commensurate with experience
- Paid holidays, vacation, and health and dental insurance
- Life insurance and 401(k) matching
- Paid time off and parental leave
- Vision insurance and health savings account
How to Apply
If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job