Customer Service Representative

Saludos Hispanos; Manchester (NH); On-site; USD 36,000 - 42,000; Full time

Job summary

Secondwind Water Systems, Inc. is seeking a driven Customer Service Representative in Manchester, NH. You will support residential and commercial clients via phone and in person, handling inquiries, scheduling service visits, and updating customer records.

The role emphasizes delivering excellent service, growing service revenue, and timely order processing, with training available for the right candidate who has a sales/support background.

Qualifications

• Proficient in Windows and Microsoft Office required.
• Previous experience is recommended but training is available for sales/support backgrounds.

Responsibilities

• Deliver superior customer service over the phone and in person when needed.
• Sell and schedule services, working with our client base.
• Maintain and update customer databases and service work orders.
• Coordinate with operations and other departments to ensure timely service delivery.

Skills

Customer service

Multitasking

Communication

Tools

Windows

Microsoft Office

Job description

Secondwind Water Systems opened its doors in 1989 and is the regional leader in the water treatment industry providing high quality water treatment systems and service to over 10,000 residential and commercial customers. We are currently looking for a driven, team-oriented Customer Service Representative to join our team. Previous experience is recommended but we are willing to train the right candidate with a sales and support background. Creating a healthy and vibrant workplace where respect, honest, open communication and a healthy work/life balance are fostered is a vital part of what we do and who we are.

Secondwind Water Systems, Inc. Job Description

Position Title: Customer Service Representative

Reports to: : Residential & Commercial Service Manager

Goals for the Position:

Grow service revenue.

Improve customer satisfaction.

Timely processing of orders.

Responsibilities:

• Focused team player with the ability to multi task and prioritize
• Deliver superior customer service, to both new and existing customers, over the phone and sometimes in person
• Work directly with our client base and make / take calls in order to sell and schedule services.
• Responds to all inquiries in an appropriate, prompt, and efficient manner; working to provide a positive customer experience; clarifies information, researches issues, locates, and delivers findings; updates data base with new information as necessary.
• Attend appropriate training in / out office as required.
• Warm up prospects, engage in selling effort if appropriate, or refer to appropriate Sales staff.
• Maintain customer databases to ensure quality throughout
• Be responsible for service work order process; prepare, generate, update, and manage queues to closure.
• Provide feedback to Operations Manager and other Secondwind staff on field performance and processes.
• Assure timely and appropriate payment for services consistent with our terms.
• Work with others on marketing programs as required.
• Participate with the on-call rotation, roughly every 17 weeks.
• Communicate and coordinate with all departments
• Cross flexibility between CSR’s to manage the defined Programs
• Twice a month Post cards and mailing lists
• Managing of Equipment records following an install
• Other duties and projects as assigned

Metrics:

• Service work sold, in $ (as measured by work orders initiated)
• Upgrades sold, in $ (as measured by sales reports)
• Upgrades or sales opportunities referred to others and sold ($)(as measured by sales code on new quotes)
• Timely processing within our database work queue, as measured by daily work orders open past 2 days, and problem work orders open past 1 week (Monday to Monday, as an example).
• Timely and appropriate payment for services as measured by outstanding invoices and work orders as measured by aging reports.

Requirements:

• Computer skills: Proficient in Windows & Microsoft Office are required

Manchester, New Hampshire, United States