CUSTOMER SERVICE REPRESENTATIVE (CSR)
FLSA STATUS: HOURLY (NON-EXEMPT) - COMPENSATION BREAKDOWN BELOW
LOCATION: ERLANGER, KY
ABOUT US:
Mid-American Gunite Pools & Service is the Tri-state's largest builder of gunite swimming pools, specializing in high-end residential and commercial pools. In addition to building and renovation, we also provide expert pool service.
We are a team dedicated to achieving complete customer satisfaction through innovative and aesthetically pleasing pool designs. Our mission and vision reflect our commitment to maintaining the highest ethical standards in all our business practices, ensuring integrity is at the core of everything we do.
We invite you to learn more about us at and read on for a further description of the role.
ABOUT THE POSITION:
- Our location is 3148 Crescent Ave, Erlanger, KY 41018, and this position is 100% onsite, Remote work NOT available.
- Shift is 40 hours per week, 8:00am - 5:00pm, M-F. Overtime may be required during peak season, (Spring/Fall), with all work over 40 hours each week at 1.5x hourly rate.
- Answer incoming phone calls, serving as traffic director for customers, and return necessary callbacks daily from existing and future customers.
- Assist customers in scheduling appointments and communicating with customers about work performed / upcoming work.
- Utilize our field service management software to understand a customer's history, assess their needs, and direct them to the right resolution.
- Utilize our field service management software to communicate with customers about unresolved issues.
- Be skilled in talking about issues with concerned and energetic customers, leaving them satisfied and happy that we were helpful, whether we had a direct or indirect solution or not.
- Responsible for resolving or routing issues to the appropriate team members.
- Maintaining accurate records of customer interactions and transactions in appropriate databases / platforms.
- Assist with service department account receivables per standard procedures.
COMPENSATION AND BENEFITS -
- $23.00 - $25.00/hr. base wage.
- Annual bonus potential based on company and individual performance and core value adherence.
- PLUS, a savings of $6300 in healthcare insurance (100% EMPLOYER PAID individual healthcare insurance premiums after 60 days and 100% EMPLOYER PAID individual Dental insurance premiums after 90 days.
- 4% company paid 401k match (requires employee to elect and make a 5% contribution).
- Paid Time Off
- Professional Development Assistance.
ABOUT YOU:
Requirements for the position:
- High School diploma required, college degree preferred.
- 2+ years of customer service experience strongly preferred.
- Excellent verbal and written communication skills.
- Have an orientation to being detail focused and getting the details right.
- You enjoy customer service, have a warm personality, enjoy helping customers, and enjoy helping our team.
- Experience de-escalating stressful situations with customers, with patience and empathy.
- The ability to work in a fast-paced and sometimes stressful environment.
- Proficient with Microsoft Suite - Specifically Word, Excel, and Outlook
- Have a great attitude and be pleasant to be around
Other Requirements:
- Criminal background check required.
- A drug screen is not required for employment but may be required subsequently if warranted.
- Clean motor vehicle report and current driver's license required to be insured and operate company vehicle.