Customer Service Representative - Hero Home Services

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