Customer Service Representative

Job Summary:

American Leak Detection of Maryland is looking for a qualified Customer Service Representative who has the ability to manage the customer relationship from first call to final invoice. Working closely with our Field Technicians, you will ensure the smooth operations of a world-class leak detection company. Previous experience in a service industry is a plus. Working with enterprise customer relationship management software (such as Salesforce) is highly desirable.

Greater Baltimore, Maryland Area

Base Salary

$23 - $26 hourly (equivalent to $48k-$54k annually) depending on experience
Potential advancement opportunities
Job Type

Full-time: M-F, 8am-5pm
100% In-office position

Position includes:

Hourly pay
Overtime Pay (as applicable)
Paid Travel Time (as applicable)
Medical, Dental, Prescription Benefits
Paid Vacation
Paid Sick time
Paid holidays
Paid Training
Year-round work

Great candidates are likely to be

Service oriented
Comfortable with learning and using new technology
Enjoy working with customers and operations personnel
Enjoy working for a growing organization offering new experiences and career growth
We prioritize developing our employees and providing comprehensive training in state-of-the-art methods and techniques using the best in equipment. We also provide all that you’ll need to perform your job and serve our customers.

In the job you’ll be asked to:

Answer service calls and accurately record information from customers into database software
Provide professional and courteous services to all customers
Set schedule for leak detections, service calls and repairs
Prepare work order and distribute to technician
Dispatch service orders and relay messages via phone, email, text messages or other communication methods
Assist with collections and coordinate with collection agency
Handle customer questions and complaints; when the issue is beyond the representatives’ knowledge, forwards to the assigned specialist or other staff
Assist in marketing projects while updating daily schedules and calendars
Contact customers to assess customer satisfaction
Prepare and file invoices and documents, and compose correspondence as requested
Assist in familiarizing newly onboarded Customer Service Representatives in office protocols & procedures

Desired Qualifications

A background in customer service for a business or company related to construction, plumbing, or other trade
Enjoy being in a job that rewards intuitive, hardworking, efficient, people who have a keen eye for detail and enjoy working with customers
Ability to deliver excellent customer service over the phone and via email
Exceptional team player; fun, energetic, goal oriented, optimistic, with a positive attitude
Self-motivated, enjoy working independently, self-starter, and organized
Neat appearance with a high standard of professionalism and character.

Education & Experience

High School diploma or equivalent (college a plus)
Prior office administration experience
Proficient in using QuickBooks
Knowledge of Salesforce
Experience with invoicing
Familiar with Maryland/DC geographical areas
Veterans from all branches are highly desired & encouraged to apply