Customer Service Representative - job 1 of 2

As a Customer Service Representative at Dave's World, your primary responsibilities include scheduling and coordinating maintenance appointments, managing customer inquiries, and optimizing technician schedules across seven locations. You will also compile and organize customer lists, upsell maintenance plans and products, and act as the main point of contact between customers and technicians.

To succeed as a Customer Service Representative at Dave's World, you'll need strong customer service and communication skills, attention to detail, and excellent organizational abilities. While prior experience in HVAC, plumbing, or electrical customer service is preferred, proficiency with scheduling software like ServiceTitan is beneficial. Additionally, the ability to multitask and manage schedules effectively across multiple locations is essential.

At Dave's World, Customer Service Representatives earn competitive pay of $21 to $23 per hour, plus incentives. Alongside the attractive pay, employees enjoy additional benefits including affordable health, dental, and vision insurance, a 401(k) plan with matching, paid time off, and opportunities for professional development.

Dave's World is dedicated to employee growth, offering extensive training opportunities for Customer Service Representatives. This includes on-site, off-site, and job training designed to equip you with the skills needed to excel in your role and advance within the company while providing top-notch customer service.

As a Customer Service Representative at Dave's World, you play a key role in ensuring customer satisfaction by effectively managing maintenance schedules, addressing customer inquiries, and upselling services that meet their needs. Your proactive communication and organization help maintain a smooth operation and ultimately enhance the service experience for our customers.

When answering this question, highlight your previous roles in customer service, especially focusing on your ability to handle inquiries and resolve issues. Provide specific examples of how your actions led to improved customer satisfaction or retention.

In your response, discuss techniques you use to prioritize tasks, such as using digital tools or a scheduling system. Mention how you adapt your strategies to accommodate emergencies or changes in customer requests while still ensuring efficiency.

Illustrate your approach to upselling by discussing how you identify customer needs, present solutions that add value, and address any concerns. Highlight the importance of building a rapport with customers to facilitate upselling.

Explain your strategy for dealing with difficult customers, which should include staying calm, actively listening to their concerns, and seeking to resolve their issues while maintaining a professional demeanor.

Discuss any specific scheduling software you have used, such as ServiceTitan or similar platforms. Share how you effectively utilized these tools to enhance scheduling efficiency and improve communication among team members.

Employ this question to showcase your teamwork skills. Discuss a project where you contributed significantly and how collaboration led to achieving a common goal, demonstrating your ability to work towards a team's success.

Describe your approach to ensuring smooth communication. This could involve regular updates to both parties, setting clear expectations, and actively following up to confirm that everyone is on the same page with roles and responsibilities.

Share personal motivators that drive your passion for customer service, such as the satisfaction of helping others, resolving issues, or building strong relationships. Make sure to connect your motivation back to the role at Dave's World.

When responding to this question, highlight what attracts you to Dave's World, such as its reputation in the HVAC industry, commitment to employee development, or the values that align with your own. Reflect on the company culture and how it resonates with your career goals.

Discuss tools and techniques you use to keep yourself organized, such as to-do lists, project management software, or daily planning. Explain how you adjust your organization methods based on workload and deadlines.