Call Center Representative

Job Description: Customer Service Representative (CSR)

Position: Customer Service Representative (CSR)

Hourly Rate: $25

Location: Windsor, CA

Job Type: Non-Exempt, Full-time

Overview:

We are looking for a well-rounded, organized, and customer-focused Customer Service Representative (CSR) to join our team. The ideal candidate will have excellent communication skills, strong attention to detail, and the ability to manage multiple responsibilities in a fast-paced office environment. This position plays an important role in delivering exceptional customer service, managing membership accounts, handling inbound and outbound calls, and supporting company marketing efforts through customer mailers and follow-up campaigns.

Key Responsibilities:

• Answer inbound calls, assist customers with questions, schedule appointments, and direct calls to the appropriate department.
• Make outbound calls to follow up with customers, schedule preventive maintenance, offer specials, and assist with customer retention.
• Manage membership accounts, including new memberships, renewals, cancellations, billing updates, payment collections, and customer communication.
• Monitor membership records to ensure customer information, service dates, and payment methods are accurate and up to date.
• Assist with membership sales, explain membership benefits, and encourage customers to maintain their service plans.
• Prepare, organize, and send customer mailers, promotional offers, and seasonal service reminders.
• Maintain accurate customer records, call notes, and follow-up tasks in ServiceTitan.
• Assist with customer review requests, follow-ups, and review tracking.
• Generate and maintain reports related to memberships, customer communications, and CSR performance.
• Communicate effectively with dispatch, management, and other office team members to ensure a smooth customer experience.
• Provide professional, friendly, and timely service while maintaining a positive representation of Henry Mechanical.

Qualifications:

• Previous customer service or office administration experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to multitask, prioritize responsibilities, and meet deadlines.
• Comfortable handling inbound and outbound phone calls.
• Strong computer skills and the ability to learn new software systems.
• Experience with ServiceTitan or similar CRM software preferred.
• Basic understanding of customer billing, memberships, and payment processing preferred.
• Ability to handle customer concerns professionally and resolve issues when possible.
• Reliable, self-motivated, and able to work independently as well as part of a team.
• ServiceTitan or House Call Pro experience preferred.

Benefits:

• Competitive hourly wage.
• Health benefits package.
• Paid time off and holidays.
• Opportunities for training and advancement within the company.

Job Type: Full-time

Schedule:

• Monday to Friday

Pay: From $25.00 per hour

Expected hours: 40.0 per week

Benefits:

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

Work Location: In person