Customer Service Representative (CSR)
Job Summary:
At Hero, we’re more than a service provider; we’re a partner in ensuring comfort, safety, and community well-being for the Twin Cities. Our Customer Service Representatives support this mission by providing an exceptional customer focused experience across calls, texts and emails. As a CSR you’ll work closely with our Dispatch team to ensure our service experts are running at capacity and to provide our customers with a seamless experience from their initial call all the way through their service appointment and beyond.
Hours:
- Variable shifts, including evening and weekend options
- Shifts are chosen based on a variety of factors, including performance, and are subject to change as the business need changes
- CSR Staff may be present on some pre-determined holidays
- Overtime is offered by management when available, and may at times be required
Essential Job Duties:
- Answer and book incoming calls, emails, and other requests while providing an exceptional experience to the customer.
- Make outbound calls to book and confirm existing and potential customers to fill the dispatch board to full capacity.
- Adhere to the company policy for customer concerns and work to resolve them efficiently and effectively.
- Update and maintain information in our customer database with accuracy.
- Practice first call resolution when handling calls.
- Other duties as assigned by management.
Knowledge, Skills, and Abilities:
- Knowledgeable on current processes and procedures, promotions, coupons, and any other necessary information.
- High attention to detail and organizational skills.
- Ability to work independently and adapt to change.
- Able to communicate professionally, clearly and concisely with other team members, management, and customers.
- Demonstrates a strong ability to multi-task and problem solve with a sense of urgency.
- ServiceTitan experience preferred, but not required.
- Ontime and prepared to work before the scheduled start time for your shift.
Pay & Incentives:
- 40 hours per week at the hourly pay as negotiated upon hire
- Weekly performance incentives
- Pay increases are given based upon our Hero CSR Performance Levels, not based on time employed with company
- Full benefits, including medical, vision and dental insurance plus 401k and employee discounts
