Customer Service Representative
$31,200–$35,360 year
HybridAkron, Ohio, United States
Job Summary
Serve as the first point of contact for customers via phone, email, and chat, addressing inquiries and issues in a timely and professional manner. Coordinate technician daily schedules, manage afterhours forms, and send appointment reminders. Handle deposits, process credit card payments, and assist in onboarding new customers while tracking leads through Field Routes. Monitor external customer portals, manage account cancellations, and ensure delinquent accounts receive appropriate follow-up. Complete daily technician check-ins and run customer communication campaigns to track success. This full-time role in Akron, OH requires a valid driver's license and proficiency in Prism, FacilityDude, and Dialpad.
Required Qualifications
- High school graduate/having a GED
- Valid driver's license
- Proven experience in customer service or coordination, preferably in a service-based or technical field
- Strong communication skills, both verbal and written
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Proficiency in using customer management systems (e.g., Prism, FacilityDude, Field Routes) and other tools like Podium and Dialpad
- Detail-oriented with strong organizational skills
- Experience with payment processing, credit card transactions, and basic financial tasks
- Problem-solving ability and customer-centric mindset
- Ability to work independently and as part of a team
- Flexibility to adjust to changing priorities and tasks
- Personable and enjoy interacting with customers
- Self-motivated and have a strong work ethic
- Friendly disposition and enjoy collaborating with teammates
- Detailed oriented with outstanding time management skills
- Problem solver with a 'can do' attitude
Desired Qualifications
- Previous experience with customer account management
- Inside sales experience with the ability to follow a script
- Familiarity with technician routing or field service management software
- Maintain a positive attitude and calmly respond to customer concern
- Display active listening and superior customer service skills for all customers
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