Position: Customer Service Representative (CSR)
Location: Pioneer Overhead, [Ogden, UT]
Company Overview: Pioneer Overhead provides residential and commercial garage door installation, repair, and maintenance services with a commitment to quality, reliability, and continuous improvement. We believe great service starts with great people, and we're looking for a Customer Service Representative (CSR) who takes pride in helping customers and supporting a high-performing team.
Job Summary: As a Customer Service Representative at Pioneer Overhead, you will be the first point of contact for customers, scheduling service appointments, coordinating with technicians, and ensuring a seamless customer experience. Your professionalism, communication skills, and attention to detail will help support the efficient delivery of our residential and commercial garage door services.
Responsibilities:
- Handle inbound and outbound customer inquiries through phone, email, and chat, addressing questions about garage door services, scheduling, and repairs.
- Manage customer information, service requests, and job details in our internal systems to ensure accurate and up-to-date records.
- Schedule service appointments and dispatch technicians, ensuring jobs are assigned efficiently and completed on time.
- Provide clear communication to field technicians regarding job details, customer requirements, and service updates.
- Collaborate with sales, operations, and technical teams to resolve customer issues promptly, ensuring a smooth experience from start to finish.
- Monitor and follow up on job statuses, keeping customers informed throughout the service process.
- Maintain detailed reports and documentation related to customer interactions, service requests, and job outcomes.
- Ensure high professionalism and empathy in all customer interactions, maintaining our customer-focused approach.
- Identify opportunities to improve internal processes and workflows to optimize customer satisfaction and service delivery.
Requirements:
- Previous customer service experience required; home service, construction, or garage door industry experience preferred.
- Strong communication skills, both verbal and written, with the ability to convey technical information in an easy-to-understand manner.
- Proficiency in scheduling, dispatching, CRM software, or ServiceTitan preferred.
- Highly organized with the ability to manage multiple priorities in a fast-paced environment.
- Excellent organizational skills and attention to detail.
- Ability to work independently and as part of a team, with a strong customer first mindset.
- Familiarity with garage door service workflows is a plus.
- Flexible availability, including the ability to work occasional weekends or holidays if needed.
Join Pioneer Overhead: We're looking for a customer-focused team member who takes pride in delivering exceptional service and helping customers every day. If you're organized, dependable, and enjoy working in a fast-paced environment, we'd love to hear from you.
Pay: $17.00 - $19.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
Education:
- High school or equivalent (Required)
Ability to Commute:
- Ogden, UT 84401 (Required)
Work Location: In person
