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Customer Service Representative (10:00am-6:30pm)

Black Diamond Plumbing & Mechanical
February 26, 2021
McHenry, United States of America
Job Type


Job Title: Customer Service Representative
Reports to: Call Center Supervisor
Hours: 10:00am-6:30pm Monday-Friday, rotating weekends

Pay Scale: $19.00/hour

Position Summary:

This position is primarily responsible for providing customer service over the phone to obtain complete and accurate information while assisting customers in a timely manner. The position also includes dispatching calls to technicians as well as various administrative duties.

Job Duties and Responsibilities:
• Answer inbound phone calls to schedule jobs and handle customer service inquiries
• Initiate outbound phone calls for scheduling of service calls
• Handle various customer inquiries and requests efficiently and accurately
• Dispatch the correct technician (based on qualifications, geography, customer preference) to each job
• Utilize Fleetmatics software to effectively plan and dispatch jobs
• Proactively communicate with customers regarding estimated arrival times, technician details, etc.
• Communicate with technicians regarding availability, expected completion time, etc.
• Ensure accuracy of details (customer name, phone number, address, etc.) on all scheduled calls
• Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company
• High interaction with service technicians and various customers from residential to commercial

• Other duties as assigned

• High school diploma or equivalent (GED)
• Minimum of 3 years relevant work experience in customer service environment
• Previous dispatch experience a plus
• Strong verbal and written communication skills
• Plumbing, Electric & HVAC experience a Plus
• Attention to detail
• Ability to manage priorities and workflow
• Ability to deal effectively with a diversity of individuals at all organizational  levels
• Versatility, flexibility and a willingness to work within constantly changing priorities
• Proficient in Microsoft Office
• Ability to commute to the McHenry, IL office on a daily basis

•Ability and willingness to work nights and weekends

• Medical, Dental & Vision Insurance
• Supplemental AFLAC Insurance Options
• 401(k) Plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Tuition Reimbursement

Please click HERE to apply!


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Basic Program Benefits
  • No dispatch fee EVER ($79 per call).
  • No afterhours or holiday fees EVER ($95 per call)
  • Annual precision tune-ups on heating and cooling equipment
  • 24/7 availability
  • Exclusive discounts on service and repairs
  • Peace of Mind
The Black Diamond Advantage:
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