Customer Service Representative

Job Description:

Job description: Customer Service Representative

Reports To: Customer Service Manager

Job Summary

The Customer Service Representative is responsible for interacting with customers to provide information, resolve issues, and ensure a positive customer experience. This role involves handling inquiries via phone, email, chat, or in person while maintaining professionalism and efficiency.

Key Responsibilities

• •Respond to customer inquiries via phone, email, live chat, or in person.
• •Resolve product or service issues by clarifying customer concerns and determining appropriate solutions.
• •Process orders, returns, exchanges, and refunds.
• •Maintain accurate customer records and update account information.
• •Escalate complex issues to appropriate departments when necessary.
• •Follow up with customers to ensure resolution and satisfaction.
• •Provide product and service information to customers.
• •Meet performance metrics such as response time, resolution time, and customer satisfaction.

Required Qualifications

• •High school diploma or equivalent (Associate's or Bachelor's degree preferred).
• •Previous customer service experience preferred (1+ years).
• •Familiarity with customer support software, CRM systems, or call center tools.
• •Basic computer skills (Microsoft Office, email systems, data entry).

Skills & Competencies

• •Excellent verbal and written communication skills.
• •Strong problem-solving and conflict resolution abilities.
• •Active listening skills and empathy.
• •Ability to multitask and manage time effectively.
• •Patience and professionalism under pressure.
• •Attention to detail and accuracy.

Work Environment

• •Office or call center setting.
• •May involve sitting for extended periods.
• •Possible evening, weekend, or holiday shifts depending on business needs.
• •Must be available to work a minimum of two (2) Saturdays per month .
• •Must be available to close at least two (2) evenings per week based on business needs and scheduling requirements.

Benefits

• •401(k) matching
• •Dental insurance
• •Health insurance
• •Paid time off
• •Vision insurance

Work Location

In Person

Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.