Customer Service Representative at Sparks Group

Job Summary/Company: Sparks Group has partnered with a well known HVAC. Plumbing, and Electrical company in Richmond Virginia that is seeking Customer Service Representatives for fully onsite positions.  If you have previous experience in this industry and are passionate about providing excellent customer service this may be the position for you! Please apply today! 


Responsibilities:

               

• Prioritize Customer Satisfaction: Consistently strive to exceed customer expectations and identify opportunities to enhance their experience.
• Continuous Improvement: Actively seek feedback from customers and colleagues to refine processes and improve service delivery.
• Customer Experience Champion: Actively support and participate in initiatives that enhance the overall customer experience.
• Positive Customer Interactions: Maintain a positive and resilient attitude when interacting with customers, ensuring a professional and helpful experience.
• Proactive Customer Engagement: Anticipate customer needs and proactively address potential concerns before they arise.
• Address Customer Inquiries: Promptly and professionally address customer inquiries, including those related to budget plans, payments, and service agreements.
• Credit Checks: Conduct thorough credit checks for customers requesting billable service.
• Customer Portal Management: Monitor and respond to customer inquiries received through the portal.
• In-Person Customer Support: Assist walk-in customers with a variety of needs and inquiries.
• Cross-Selling Opportunities: Identify and promote relevant cross-selling opportunities to provide customers with comprehensive solutions.
• Problem-Solving Expertise: Develop strong problem-solving skills to efficiently and effectively address complex customer issues.
• Service Agreement Renewals: Proactively contact customers to discuss service agreement renewal options, build long-term relationships, and ensure customer retention.
• Efficient Scheduling: Effectively schedule service calls, tune-ups, propane deliveries, and oil deliveries.
• Proactive Maintenance: Proactively contact customers to schedule tune-up appointments and ensure optimal equipment performance.
• Technical Support Coordination: Coordinate timely technical support appointments for efficient issue resolution.
• Conference Room Management: Manage conference room schedules for a designated location.
• Cross-Departmental Collaboration: Collaborate effectively with other departments to ensure a seamless and positive customer experience.
• Accurate Record Keeping: Maintain accurate and up-to-date customer records, including attaching tune-up sheets, removing canceled agreements, and updating equipment information.

Qualifications/Background Profile:

• High School Diploma/GED: Required.
• Personality: Upbeat, warm, and friendly demeanor.
• Communication: Excellent verbal and written communication skills. Active listening and clear, concise information delivery.
• Product Knowledge: Deep understanding of products and services offered.
• Customer Empathy: Demonstrated empathy and patience in addressing customer concerns. Building rapport and finding effective solutions.
• Adaptability: Flexibility in handling unpredictable situations and adjusting strategies accordingly.
• Teamwork: Positive, friendly, and team-oriented attitude. Contributing to a positive customer experience.
• Customer Service: Provide exceptional customer service by effectively addressing inquiries, resolving issues, and providing accurate information.
• Cross-selling: Identify and recommend complementary products/services to enhance customer experience and increase sales.
• Inside Sales: Identify potential opportunities and effectively communicate product/service value to customers.
• Problem-Solving: Analyze customer issues, think critically, and provide timely and effective resolutions.
• Time Management: Efficiently manage multiple customer inquiries, prioritize tasks, and meet deadlines.
• Must be able to pass a background check and drug screen.

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This job is In-Person.

We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Download the Sparks Group mobile app from Apple App Store or Google Play.

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Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.