Customer Service Representative

Doswell Operating Group; Richmond (VA); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

401(k) plan with company match

Medical insurance with multiple choices

Tuition reimbursement

Paid vacation and PTO

Job summary

Doswell Operating Group in Richmond, VA is seeking a full-time customer service representative. The ideal candidate will possess a high school diploma and excellent communication skills. Responsibilities include assisting customers with inquiries and promoting services while maintaining a positive attitude.

The role offers a welcoming work environment, competitive benefits such as a 401(k) plan with company match, medical, dental, and vision insurance, as well as opportunities for career advancement and tuition reimbursement.

Qualifications

• Must be at least 18 years old with an upbeat personality and a warm demeanor.
• Deep understanding of the products and services they are supporting.
• Positive, friendly, team-oriented attitude.

Responsibilities

• Foster a customer-centric mindset by prioritizing customer satisfaction.
• Seek feedback from customers to drive continuous improvement.
• Assist customers with inquiries and resolve concerns professionally.
• Schedule service calls and coordinate technical support appointments.

Skills

Excellent verbal and written communication skills

Empathy towards customers

Adaptable and flexible

Cross-selling skills

Strong problem-solving skills

Efficient time management

Education

High school diploma or equivalent

Job description

Job Details

• Job Location: 3206 LANVALE AVENUE - RICHMOND, VA 23230
• Position Type: Full Time
• Education Level: High School
• Travel Percentage: None
• Job Shift: Day
• Job Category: Customer Service

Responsibilities

• Customer-Centric Mindset: Foster a customer-centric mindset by prioritizing customer satisfaction and continuously seeking ways to enhance their experience.
• Continuous Improvement: Seek feedback from customers and teammates to drive continuous improvement.
• Customer Experience Support: Support customer experience programs and initiatives.
• Positive Attitude: Maintain a positive and resilient attitude in customer service interactions.
• Proactive Engagement: Be proactive in engaging with customers by anticipating their needs.
• Assisting Customers: Professionally and promptly assist customers with inquiries, resolving concerns related to budget plans, payment discrepancies, and service agreements.
• Conduct credit checks for customers requesting a billable status.
• Monitor and respond to customer inquiries received through the Woodfin Portal.
• Assist walk-in customers with various needs.
• Sales and Additional Services: Promote cross-selling services to provide customers with comprehensive solutions.
• Develop problem-solving skills to address complex customer issues promptly.
• Renew service agreements by contacting customers, discussing renewal options, and maintaining long-term relationships.
• Activate Paw Point accounts, allowing customers to redeem points for rewards.
• Scheduling and Coordination: Efficiently schedule service calls, tune-ups, propane, and oil deliveries.
• Proactively reach out to customers to schedule tune-up appointments and ensure optimal equipment performance.
• Coordinate technical support appointments for timely issue resolution.
• Manage conference room schedules for a specific location.
• Collaboration and Record Management: Collaborate with cross-departmental teams to provide a seamless customer experience.
• Keep customer records up to date, attach tune-up sheets, remove canceled service agreement plans, and update equipment information.

Qualifications

• High school diploma or equivalent is required.
• Must be at least 18 years old with an upbeat personality and a warm and friendly demeanor.
• Excellent verbal and written communication skills; actively listens to customer inquiries and effectively conveys information and provides solutions.
• Deep understanding of the products and services they are supporting.
• Demonstrates empathy towards customers’ concerns and remains patient even in challenging situations.
• Adaptable and flexible in approach, handling changing circumstances and adjusting strategies accordingly.
• Positive, friendly, team-oriented attitude.
• Cross-selling skills to identify complementary products or services that align with customers' needs.
• Inside-sales skills to identify potential opportunities and effectively communicate the value of products or services.
• Strong problem-solving skills – analyzes customer issues, thinks critically, and provides timely and effective resolutions.
• Efficient time management to handle multiple customer inquiries promptly, prioritizing tasks, managing workload, and meeting deadlines.

Benefits

• Welcoming, family-oriented work environment that supports work/life balance.
• 401(k) plan with Roth and Traditional options, including a 25% company match on up to 6% of income.
• Medical insurance with three plan choices, including Health Savings Account options.
• Dental insurance with two plan choices.
• Vision insurance coverage.
• Flexible spending account.
• Tuition reimbursement.
• Access to apprenticeship training programs.
• Scholarship opportunities for you and your family.
• Paths for cross-training and career advancement.
• Paid vacation and PTO that accrues from day one.
• Employee Assistance Program.

Equal Opportunity Employer

At Woodfin Heating, Inc., we are committed to cultivating an environment of mutual respect and inclusion. We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, age, sex, national origin, gender, pregnancy, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, ethnic origin, or any other characteristic protected by federal, state or local laws.

All aspects of employment will be based on merit, competence, performance, and business needs, including the decision to hire, promote, discipline, or discharge.