Job Title: Customer Service Representative
Location: 1112 Hawkeye Drive, Hiawatha, IA 52233
Reports To: Owner
Job Type: Full-Time (Monday–Friday, 7:30 AM – 4:30 PM, with a one-hour lunch break)
Position Summary:
We are seeking a dedicated and customer-focused Customer Service Representative to manage and enhance the overall customer experience. This individual will be responsible for addressing customer inquiries, managing appointments, handling customer concerns, and ensuring smooth communication between customers and internal teams. The ideal candidate will be personable, efficient, and solution-oriented, thriving in a fast-paced, team-driven environment.
Key Responsibilities:
Customer Interaction:
- Provide excellent customer service by answering calls, emails, and online inquiries promptly and professionally.
- Address customer questions, concerns, and service issues with a high level of empathy and urgency.
- Assist customers with product/service information, resolve complaints, and ensure positive interactions.
- Ensure timely communication with customers regarding appointments, service updates, and follow-ups.
Scheduling & Coordination:
- Schedule customer appointments, follow-up consultations, and service deliveries efficiently.
- Coordinate with internal teams to ensure accurate service delivery and customer satisfaction.
- Maintain a customer database and keep detailed records of interactions, transactions, and feedback.
Sales Support & Order Management:
- Assist customers with product orders, quotes, and service requests.
- Communicate and coordinate with the sales team to ensure smooth transitions from initial contact to service completion.
- Follow up with customers to confirm satisfaction and gather feedback on services rendered.
Team Collaboration & Operational Support:
- Support customer service team operations by ensuring timely responses to customer needs and maintaining service quality standards.
- Collaborate with other departments (sales, production, etc.) to ensure customer satisfaction and on-time service delivery.
- Assist with handling customer escalations, ensuring timely resolution and maintaining customer loyalty.
Performance & Continuous Improvement:
- Provide feedback to management regarding customer trends, issues, and opportunities for process improvement.
- Help implement best practices for customer service and continually improve the customer experience.
Qualifications:
- Proven experience in a customer service, office support, or related role.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a proactive approach to addressing customer needs.
- Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook); CRM or scheduling software experience is a plus.
- Ability to work efficiently in a fast-paced, team-oriented environment.
- A positive, friendly, and professional attitude when interacting with customers and colleagues.
Preferred Skills:
- Experience in customer service within the painting, construction, or home services industry.
- Bilingual (English/Spanish) is a plus.
Compensation & Benefits:
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Schedule: Full-time, Monday through Friday, 7:30 AM – 4:30 PM (one-hour lunch)
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Pay: Weekly
Benefits:
- Health, vision, dental, and life insurance
- Paid holidays
- Earned paid time off (PTO) of up to 80 hours per year
Opportunity is Knocking
Qualities like working hard, getting the job done right, and fostering respect while working as part of a team are core to the CertaPro Painters® brand culture. This makes each independently owned and operated CertaPro Painters® franchise unique and fulfilling places to work. It is important to not only deliver memorable experiences for customers, but for team members of each independently owned and operated CertaPro Painters® franchise, as well.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to CertaPro Painters Corporate.
