Job Title: Customer Service Representative
Location (city, state): Wilson, NC
Compensation: $20.00 – $22.00 / Hourly
Type: Contract
Benefits: This position is eligible for medical, dental, vision, and 401(k).
Qualifications:
- Professionalism & empathy
- ServiceTitan or other CRM experience
- Strong note-taking and documentation skills in CRM
- 2–5 years of customer service experience (HVAC, plumbing, or electric industry experience a plus)
- High-volume call handling with strong phone etiquette
- Willingness to learn
Job Description:
Addison Group is seeking Customer Service Representatives on behalf of our client. This is a contract role with the potential to convert to full-time for strong performers. The ideal candidate will bring professionalism, empathy, and proven customer service skills to support the client’s growing business.
As a CSR, you will serve as the first point of contact for customers, ensuring a high level of service, handling both inbound and outbound calls, and providing empathetic support in high-volume situations. You’ll work closely with the client’s management team to drive client satisfaction and new business.
Key Responsibilities:
- Answer incoming calls and assist customers with professionalism and empathy
- Deescalate upset customers with effective communication
- Make 30+ outbound calls per hour to generate new business
- Document and maintain accurate notes in CRM (ServiceTitan preferred)
- Support team initiatives and follow established customer service protocols
Success Metrics:
- Consistently follow company protocol
- Maintain an average of 30 outbound calls per hour
- Demonstrate empathy and professionalism in all customer interactions
Work Schedule:
- Fully onsite in Wilson, NC
- Shifts: 7:30 am – 4:30 pm | 8:00 am – 5:00/5:30 pm
Interview Process:
- Onsite interview with hiring managers
- Mock phone call, CSR shadow, and traditional interview questions
- Candidates will be provided with a laptop and cell phone if hired
Dress Code: Business Casual
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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