Job Description

Job Description

Job Description

We are currently seeking a Customer Service Representative (CSR) to join our team in Greenville, SC. This position is for our mid shift (10AM - 7PM) Monday through Friday.

FirstCall's CSRs are the responsive, informed, and compassionate people who our clients’ customers talk to when they pick up the phone or send an email for maintenance and repair services. They empathetically listen to the customer, take detailed notes, and clarify as much of the situation as possible, putting the customer first throughout the process. From there, they follow customer-driven processes to find the best technician in the field to respond to the service request and keep responsible parties updated on the estimated time of arrival (ETA), expected delays, or any escalations needed to resolve their issue. Customers in the field rely on us to be knowledgeable and patient answering questions and providing updates during critical times. They don't just take calls, they own a resolution and get it done. This position requires active listening, exceptional communication skills, and a strong desire to help our customers, not pass them off to others or provide unhelpful responses. When they're off the clock, that time is theirs, not FirstCall's.

Routine Duties:

• Take incoming customer service requests via email and telephone

• Schedule and coordinate service calls as calls are received

• Create dispatch tickets for service calls

• Dispatch Service Technicians, one request at a time

• Debrief Service Technicians after completion of service request

• Follow complex processes via guided prompts to ensure procedural compliance

• Re-train on updated procedures based on customer demands

• Maintain the dispatch board/schedule

• Relay ETA information to customers

• Follow up on all pending and recommended work with customers utilizing the pending work log

• Prioritize handling of urgent tasks by actively monitoring inbound contacts

• Be offline and unavailable when you aren't on the clock

Required Qualifications:

• Exceptional customer service skills

• Exceptional communication skills

• Empathy and compassion

• Ability to multi-task

• Organized

• Geographical knowledge or map reading skills

• Superior typing and basic computer skills

• Experience and/or training in customer service, dispatching, project management, or equivalent combination of education and experience

• Knowledge of service industry is recommended but not required

FirstCall differences:

• We hire long-term employees. We do not “churn and burn” through employees. Most employees have been with us for more than 5 years. Many are approaching 20 years.

• Medical and dental insurance - FirstCall additionally provides contributions based on employee situations (more info provided in the interview process).

• We offer a generous matching 401k savings plan. These savings are made “before taxes” and are immediately vested.

• Monetary incentives for attendance, performance, and abnormal shifts, both per pay period and yearly.

• PTO - Get paid for your time off with friends, family, or yourself. This is your time that you earned and we treat it as such.

• Hybrid employer - our CSR's, once fully trained, can work some of their shifts remotely. The number of shifts that can be worked remotely each week is dependent upon meeting productivity goals. The more productive CSR's are provided more opportunities to work from home.

• We are open 24 hours a day, 365 days a year. That means that there are a lot of shifts to cover - days, nights, weekends. Employees are typically hired to work five days each week, within their preferred shift, with a repeating, predictable schedule. We have found that it is best when everyone shares in covering the more abnormal shifts, therefore every CSR is required to work one weekend shift each week as part of their routine schedule.

We provide 24/7 peace of mind through business relations management of critical field operations. Since 2005, we’ve helped our customers keep the economy running by providing high-quality and timely support for mission-critical items. We are the bridge between the in-field customers needing support and the highly skilled technicians available to serve them. We keep major industrial factories running, commercial buildings comfortable and operational, and even donor organs alive and ready for their recipients. You get to go home every day knowing your efforts are positively impacting individuals in their everyday lives from Seattle to Miami and San Deigo to Boston. And we do this in a friend-oriented environment with a life/work balance that focuses on you, as you are what makes this company great.

Company Description

We provide 24/7 peace of mind through business relations management of critical field operations. Since 2005, we’ve helped our customers keep the economy running by providing high-quality and timely support for mission-critical items. We are the bridge between the in-field customers needing support and the highly skilled technicians available to serve them. We keep major industrial factories running, commercial buildings comfortable and operational, and even donor organs alive and ready for their recipients. You get to go home every day knowing your efforts are positively impacting individuals in their everyday lives from Seattle to Miami and San Deigo to Boston. And we do this in a friend-oriented environment with a life/work balance that focuses on you, as you are what makes this company great.

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