Bilingual Customer Service Representative - job 2 of 5

About the position

Carroll Water Systems is seeking a Bilingual Customer Service Representative to join our growing team in Cockeysville, MD. This is an onsite position that requires an outgoing professional who enjoys working with customers and is organized enough to handle multiple tasks efficiently. The ideal candidate will be self-motivated and thrive in a team environment while also being able to work independently. In this role, you will be responsible for answering phone calls in a timely manner and interacting with customers through various channels including telephone, email, online chat, and in-person. You will provide support and information regarding our products and services, ensuring that customer inquiries are handled effectively. Appointment setting with customers is a key part of the job, and you will be expected to keep our Customer Relationship Management (CRM) system updated at all times. You will work directly with the service manager to schedule efficient service routes and routines, collect and enter orders for new or additional products or services, and field customer questions and complaints. When issues arise that are beyond your knowledge, you will forward them to the appropriate specialist or staff member. It is essential to ensure that appropriate actions are taken to resolve customer problems and concerns. Additionally, you will maintain customer accounts and records of interactions, including details of inquiries, complaints, or comments, and perform any administrative work as assigned.

Responsibilities
• Answer phone calls in a timely manner.
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• Interact with customers via telephone, email, online chat, or in person to provide support and information on products or services.
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• Set appointments with customers and keep CRM updated at all times.
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• Work directly with the service manager to schedule efficient service routes and routines.
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• Collect and enter orders for new or additional products or services.
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• Field customer questions and complaints, forwarding issues to the assigned specialist or other appropriate staff when necessary.
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• Ensure appropriate actions are taken to resolve customers’ problems and concerns.
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• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
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• Perform administrative work as assigned.

Requirements
• Excellent communication skills including active listening.
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• Service-oriented with the ability to resolve customer grievances.
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• Proficient computer skills with the ability to learn new software.
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• Ability to multi-task and work in a fast-paced environment.
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• Must be organized.
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• ServiceTitan experience is a plus.

Nice-to-haves

Benefits