Client Service Representative

Client Service Representative

Location: Dallas, TX

Company: SERVEWAY HEATING AND AIR CONDITIONING LLC

Position: Client Service Representative (CSR)

Compensation Range: $25, annually; variable based on experience and lead responsibilities.

• Assist in taking all incoming client calls, ensuring a positive first impression.
• Ensure the phone is answered before the third ring and use the approved company greeting.
• Notify clients in advance if the technician will not arrive within the scheduled time window and reschedule to the client’s satisfaction.
• Continuously call Club Membership clients; schedule additional service appointments to offset any shortfall of repair calls and meet the budgeted number of daily service and repair calls.
• Supervise and assist in dispatching all service and maintenance calls to maximize scheduling efficiency without compromising client satisfaction.
• Debrief technicians on each call and ensure payment is collected.
• Obey company Code of Ethics and Team Rules.

• Provide a professional first impression to callers.
• Answer the phone correctly and happily.
• Answer client questions or concerns.
• Use appropriate language to convert callers into clients and schedule service calls.
• Schedule according to Service Call Priority.
• Plant Club Membership seeds in clients’ minds.
• Handle client concerns and serve as the client’s spokesperson.
• Fight for the client’s need for service immediately.
• Get telephone support.
• Schedule Club Membership visits (resell if necessary).
• Reschedule overloaded calls directed from dispatcher.
• Perform office duties and data entry.
• Track call percentages and generate reports.
• Keep the office clean.
• Perform “happy calls” to ensure 100% satisfaction.
• Present any concerns to the Service Manager.
• Contact clients after the call to confirm satisfaction.
• Comfort clients when they call in and discuss with the team leader.
• Call back clients as needed.

Not Applicable

Full-time

Other – Individual and Family Services