Customer Service Representative
On-siteWaterville, Maine, United States
Job Summary
Handle inbound and outbound customer interactions across phone, email, SMS, and web channels while resolving inquiries and minimizing transfers. Schedule service appointments, maintenance visits, and inspections using diagnostic questioning to identify needs and coordinate with dispatch for technician routing. Capture accurate lead information within CRM systems and perform outbound follow-up calls for appointment confirmations and abandoned call recovery. This role operates within the Contact Center Operations organization, partnering with field teams and branch operations to support appointment conversion and service opportunity capture.
Required Qualifications
- High school diploma or equivalent (GED)
- Must have reliable transportation to and from work
- At least one year of experience in customer service role
- Experience in handling incoming orders, processing shipments, and ensuring timely delivery
- Proficiency in scheduling appointments and managing service requests from customers
- Skilled in Microsoft Office Suite, Teams, and Outlook Email
Desired Qualifications
- Experience using contact center platforms, dialers, phone systems, CRM systems, or customer communication software
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