Customer Service Representative

We are looking for a Customer Service Representative to join our team in Madison, Wisconsin. This Long-term Contract position is ideal for someone who enjoys helping customers, managing appointment scheduling, and creating a positive experience from the first interaction through post-service follow-up. In this role, you will support inbound inquiries, coordinate service visits, and maintain accurate records while working closely with internal team members to keep daily operations running smoothly.Responsibilities:• Respond to incoming phone calls and online inquiries with professionalism, empathy, and a strong sense of urgency.• Turn customer inquiries into scheduled service appointments by identifying needs, asking thoughtful questions, and recommending the appropriate service options.• Collect complete and accurate service details, including customer concerns, access information, prior history, and other relevant notes for the field team.• Conduct post-service follow-up with customers to confirm satisfaction, address concerns, and help strengthen ongoing customer relationships.• Reach out to membership customers to arrange routine maintenance visits and keep recurring service schedules on track.• Maintain detailed and up-to-date customer records, communication notes, and appointment information within the company system.• Partner with dispatch and other team members to communicate scheduling details, support appointment changes, and assist during busy periods.• Help optimize the schedule by filling open time slots with waitlisted customers, maintenance visits, or other pending appointments.• Provide additional administrative support such as data entry, outreach tasks, and team coordination as business needs require.