Customer Service Rep

Position: Customer Service Representative

FLSA: Non-exempt

Position Reports to: Customer Service Manager

Job Purpose Summary:

To provide an exemplary experience for our customers with service scheduling needs, as well as all facets of the service department. All Customer Service Representatives must be career-minded professionals who demonstrate and execute duties at a high level of accuracy and excellence.

Essential Functions, Duties, and Responsibilities:

The following duties are considered essential functions of this position:

• Schedule customers for service needs, including rescheduling, while maintaining daily invoice quotas and scheduling targets.
• Use mapping technology for all calls (Microsoft Office, Google Maps, Package AI).
• Communicate pricing, collect payments, and review warranty information with customers.
• Assist the Customer Service Manager, supervisors, installation and delivery teams, and sales teams with customer service requests.
• Maintain and navigate multiple platforms consistently throughout the day.
• Maintain organization and attention to detail while working in a fast-paced environment.
• Maintain a calm and professional demeanor while resolving customer concerns and researching solutions.
• Meet performance expectations, including sustaining a high call volume and maintaining a target call answer rate (e.g., 70%), with or without reasonable accommodation.
• Work collaboratively as part of a team, demonstrating professionalism and respect for others.
• Maintain regular and reliable attendance to support business operations.

Physical Requirements:

• Must be able to remain in a stationary position approximately 75% of the time.
• Occasionally move about the office to access equipment and collaborate with team members.
• Constantly operate a computer and other office productivity machinery.
• Occasionally move office supplies and equipment weighing up to 10–15 pounds.
• These physical requirements may be performed with or without reasonable accommodation.