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.