Customer Service Representative

Customer Service Representative

About Us:

Hawkins Service Company is a leading home service provider specializing in HVAC, Residential Electrical, New Pool Electrical, Plumbing, Gas, Pool Repair and Solar. We are dedicated to delivering exceptional service to our customers and maintaining a strong reputation in the industry. We are seeking a skilled and motivated Customer Service Representative to join our team and contribute to our continued growth and success.

Job Description:

We are seeking a dedicated and customer-focused Customer Service Representative to join our team. The ideal candidate will possess excellent communication skills, a positive attitude, and a passion for helping others. As a Customer Service Representative, you will be the first point of contact for our customers, providing them with information, support, and solutions.

As a Customer Service Representative, your essential responsibilities will include but are not limited to:

• Promote customer satisfaction by converting incoming calls into booked appointments for all service lines.

• Ability to work in a fast-paced constantly changing environment.

• Maintains customer records by updating account information. Quick accurate data entry.

• Accurately disposition calls in CRM. (Service Titan)

• Reliable attendance.

• Prioritize calls according to urgency and importance (emergency vs non-emergency).

• Perform outbound phone calls centered around scheduling, sales, and recommendation follow up.

• Work extended/flexible hours, including rotating weekends, holidays, evenings and after hours, as necessary to meet our customers’ growing needs.

• Meet or exceed KPI Metrics such as booking rate, cancellation rate, memberships sold/day, etc.

Qualifications:

· Previous Call Center work history

· Advanced customer service and sales skills required. Bilingual English /Spanish a plus.

· Excellent time management and organizational skills.

· Proven ability to handle multiple projects and meet deadlines. Must be able to multi-task.

· Excellent written and oral communication skills

· Strong organizational, problem-solving, and analytical skills

· Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

· Ability to work under high pressure effectively and maintain a positive attitude.

· Knowledge of Service Titan a plus

Benefits:

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Paid time off and holiday pay.

• 401k

• Ongoing training and professional development opportunities.

• Friendly and supportive work environment.