Customer Service Representative

Are you looking for a supportive and collaborative office with which to take the next step in your career? Would you like to join a dedicated team that puts customers first? Do you have strong communication and listening skills? If YES, then Apple Plumbing, Heating, & Air in Westminster, MD invites you to apply for this full-time Customer Service Representative position. We're looking for a courteous person to speak with customers and help them however possible. Keep reading to learn how you can thrive with our dynamic office!

BECOMING OUR CUSTOMER SERVICE REPRESENTATIVE

You earn $40,000 - $50,000/year and receive an excellent benefits package that includes:

• 100% paid individual health insurance, vision, and dental
• 6 paid holidays
• Paid Vacation
• Aflac Available
• Disability Insurance
• Life Insurance
• 401K with up to 3.5% match

Plus, we provide on-the-job training . As for the schedule, you normally work from 7:30 am - 4:30 pm, Monday - Friday .

JOB DUTIES

As a Customer Service Associate, you support our reputation for excellence by providing friendly assistance to clients who contact our office. Armed with a professional attitude, you handle inbound and outbound phone calls, respond to customer questions, and provide accurate information regarding our products, services, and policies. If a customer has any problems or concerns, you do what you can to resolve the issue. You make every customer feel heard and understood, elevating our customer service efforts!

CUSTOMER SERVICE DUTIES

• Primary responsibility is answering phone calls and providing top notch customer service
• Communicate with customers to determine their needs
• Book calls using Service Titan
• Follow up and follow through with customers to help maintain good customer relationships

DISPATCH DUTIES

• Schedule and notify technician of assignments and enter necessary data into computer database
• Schedules and notifies service technicians of work order assignments
• Receives check-in call from the service technicians and informs workers of next job to respond to
• Maintain dispatching board to ensure maximum efficient capacity of technicians
• Active in all facets of dispatch

ADMINISTRATIVE DUTIES

• Performs related work as required
• Reviews all work orders and records details of service to be performed
• Maintains customer repair records using computer database to give detailed history of the work performed at their sites
• Maintains and update Maintenance contracts and Maintenance agreements
• Know and understand service work order module and service contract
• Various reporting responsibilities as needed
• General office duties to include filing, sorting, answering phones, greeting customers, etc

REQUIREMENTS

• Ability to work from 7:30 am to 4:30 pm on a consistent daily basis
• Proficiency in Microsoft Word and Excel
• Great Customer Service skills
• Patience and endurance to sit behind a desk all day
• Able to handle the urgency of each task, and work in a high-stress position
• Is detail-oriented with the ability to multi-task
• Requires a high school diploma or GED equivalent
• Must have basic computers skills, and knowledge of applicable software

1+ years of customer service experience with an electrical, plumbing, or HVAC company would be preferred. Knowledge of Service titan, not required but preferred.

WHY JOIN US?

Apple Plumbing, Heating, & Air is a growing family-owned business that has been in operation since 1994. We pride ourselves on providing professional plumbing and HVAC services to homeowners, local businesses, and general contractors. Our mission statement is to maintain, service, and enhance our customers' plumbing, HVAC, and mechanical systems. We will ensure our company's future and ability to serve our customers through maintaining the highest industry standards, knowledge of innovations, ethical business practices, and steady growth.

A benefit of working for our family-owned business is that you work directly with the owner. Our owner, Ben Scheper, is in his 30's and plans to personally work with the business for another 30 years! He has an open-door policy and appreciates and responds to employee feedback. While maintaining a small, family-owned atmosphere, our company is growing and our service teams are large enough that workload is shared and we value the ability of our employees to work together as a team. We stay current with advancing technology and our business is stable so you can depend on career growth opportunities.

Ready to grow your career with our efficient and trustworthy team? Take your first steps using our short initial application!

Must have the ability to pass a background check and drug screening test.