Customer Service Representative

📌 Core Information

🔹 Job Title: Customer Service Representative

🔹 Company: Donnelly's Home Comfort Specialists

🔹 Location: Lansdale, Pennsylvania, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing outstanding customer service to create memorable experiences.
• Assisting customers with appointments and inquiries efficiently and professionally.
• Building and maintaining strong customer relationships through trust and integrity.
• Working in a dynamic team environment focused on employee appreciation and growth.

ASSUMPTION: This role emphasizes customer service with a strong focus on relationship building and service excellence due to the company's commitment to creating comfort and peace of mind.

📋 Key Responsibilities

✅ Convert incoming customer calls into booked service appointments

✅ Escalate customer complaints as necessary

✅ Make outbound calls based on membership needs and follow up on existing customers

✅ Make service appointments and input customer data into the database

✅ Achieve call booking goals and other key performance indicators

ASSUMPTION: Responsibilities include both inbound and outbound call handling and require a proactive approach to customer engagement.

🎯 Required Qualifications

Education: Not specified; assumed high school diploma or equivalent.

Experience: 1-3 years in a call center environment and at least 2 years in customer service.

Required Skills:

• Customer Service
• Organization
• Problem Solving

Preferred Skills:

• Sales Mentality
• Motivation and Initiative

ASSUMPTION: Preferred skills suggest a proactive, sales-oriented approach, likely to enhance customer interactions and company growth.

💰 Compensation & Benefits

Salary Range: $20-25/hr based on skills and experience

Benefits:

• Bonuses, Prizes, & Incentives
• Paid Time Off + Holidays
• Personal and Professional Training and Development

Working Hours: 40 hours per week, including occasional Saturdays

ASSUMPTION: Compensatory structures and benefits are aligned with industry standards for similar roles, emphasizing performance-based incentives.

📌 Applicant Insights

🔍 Company Context

Industry: Consumer Services, specializing in plumbing, heating, cooling, and drain cleaning services

Company Size: 51-200 employees, offering a balance between a close-knit culture and professional growth opportunities

Founded: 1972

Company Description:

• Comprehensive Plumbing & HVAC Services
• Highly-Trained Technicians with ongoing education
• Ethical Conduct and Professional Accountability

Company Specialties:

• Plumbing
• Heating
• HVAC and Air Conditioning

Company Website: http://www.4donnellys.com

ASSUMPTION: Donnelly’s places high emphasis on integrity and professional development, making it an appealing workplace for individuals seeking career growth and ethical alignment.

📊 Role Analysis

Career Level: Entry to mid-level with growth potential

Reporting Structure: Likely reports to Customer Service Manager or equivalent leadership

Work Arrangement: Fully on-site with a collaborative working culture

Growth Opportunities:

• In-house Training and Development Programs
• Performance-based Promotions
• Opportunities to move into leadership roles

ASSUMPTION: Emphasis on skills development suggests a supportive environment conducive to career advancement.

🌍 Location & Work Environment

Office Type: Traditional office setup facilitating teamwork

Office Location(s): Currently Lansdale, moving to Plymouth Meeting

Geographic Context:

• Located in a suburban area with proximity to major transportation routes
• Office relocation may provide new commute options and facilities
• Close-knit community environment supporting professional networking

Work Schedule: Primarily weekdays with occasional Saturdays

ASSUMPTION: The move to Plymouth Meeting could enhance workplace resources and accessibility.

💼 Interview & Application Insights

Typical Process:

• Initial online application submission
• Phone or virtual screening interview
• On-site interview with team and management

Key Assessment Areas:

• Customer service skills and experience
• Problem solving and adaptability
• Interpersonal and communication skills

Application Tips:

• Highlight customer service achievements
• Emphasize experience in similar environments
• Showcase adaptability and a proactive mindset

ATS Keywords: Customer Service, Call Center, Problem Solving, Integrity, Passion

ASSUMPTION: The interview process is likely structured to assess both technical skills and cultural fit.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) Systems
• Call Handling Software
• Data Entry and Database Tools

ASSUMPTION: Proficiency in CRM systems and call handling software is assumed necessary for efficiency.

👔 Cultural Fit Considerations

Company Values:

• Integrity
• Teamwork
• Commitment to Excellence

Work Style:

• Collaborative
• Customer-focused
• Results-oriented

Self-Assessment Questions:

• Are you driven by customer satisfaction and service excellence?
• Can you maintain composure under pressure while problem-solving?
• Do you thrive in a fast-paced, team-oriented environment?

ASSUMPTION: Candidates who align with Donnelly's focus on excellence and collaboration are likely to thrive.

⚠️ Potential Challenges

• Handling high call volumes effectively
• Adapting to office relocation logistics
• Meeting ambitious performance targets
• Managing work-life balance with Saturday shifts

ASSUMPTION: Candidates must be adaptable and resilient to handle the demands and changes associated with this role.

📈 Similar Roles Comparison

• Typically involves in-depth customer interaction across various sectors
• Requires a mix of technical skills and emotional intelligence
• Opportunities for advancement similar to other customer service roles

ASSUMPTION: Comparable customer service roles require similar skill sets and offer growth potential dependent on performance.

📝 Sample Projects

• Implementing a new customer feedback system
• Streamlining the appointment booking process
• Developing training modules for customer service improvement

ASSUMPTION: Projects likely focus on enhancing service delivery and operational efficiency.

❓ Key Questions to Ask During Interview

• How does Donnelly's support professional growth within the team?
• What are the key performance indicators for this role?
• How does the company handle customer complaints and escalations?
• Can you describe the team dynamic and work culture?
• What are the expectations for work hours and flexibility?

ASSUMPTION: Inquiries into growth, culture, and operational processes will provide deeper understanding of the role and company expectations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Donnelly's website
• Ensure your resume highlights relevant experience
• Prepare for a customer service skill assessment
• Practice responding to common customer-related scenarios
• Gather references who can speak to your customer service excellence

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.