Part-Time Customer Service Representative

Benefits:

• Company parties
• Competitive salary
• Opportunity for advancement
• Training & development

Are you an experience Customer Service Representative looking for a part-time opportunity?

Adams, Inc. has been in the Elkhorn area since 1988.  We specialize in providing exceptional service by way of residential, commercial, and smart home electrical services, plumbing, HVAC, and home backup power systems. We are looking for a new Team Member who shares our same values of Integrity, People, Excellence, Attitude, and Partnership!

We are looking for a Part-Time Customer Service Representative (CSR) to join our on-site team in Elkhorn, WI. As a CSR, you will actively communicate via phone, email, and other devices with customers on a daily basis. Additionally, you will oversee the management of memberships, including renewals and scheduling recurring maintenance. This role requires excellent organizational skills, keen attention to detail, and the ability to work effectively under pressure to ensure timely and efficient service delivery.

The schedule for this position is flexible based on current needs, ranging from a minimum of 4-hours per day multiple days to 8-hours per day just a few days per week. The preferred training for this role will require one consecutive full work week (40 hrs.), thereafter, a part-time schedule will commence.

The Customer Service Representative (CSR) serves as the frontline ambassador of Adams, Inc., ensuring exceptional customer experiences through timely and professional communication. This role manages inbound and outbound interactions across multiple channels, supports scheduling and membership services, and maintains accurate records in ServiceTitan. The CSR plays a vital role in promoting company memberships, resolving inquiries, and supporting operational efficiency through collaboration with internal teams.

Responsibilities by Core Value

Integrity
• Handle customer interactions with honesty, professionalism, and discretion.
• Maintain accurate and confidential records in ServiceTitan and lead source platforms.
• Ensure ethical handling of customer data and inquiries.

People
•Provide empathetic and responsive service to customers across phone, email, chat, and in-person.
•Support team collaboration to ensure smooth scheduling and service delivery.
•Promote a positive work environment through teamwork and mutual support.

Partnership
•Route calls and inquiries to appropriate divisions to ensure seamless service.
•Collaborate with internal departments to resolve customer issues and optimize scheduling.
•Build rapport with customers to foster long-term relationships and loyalty.

Attitude
•Demonstrate a proactive, solution-oriented mindset in all customer interactions.
•Maintain composure and professionalism in a fast-paced environment.
•Exhibit a positive and resilient attitude when handling challenges or complaints.

Excellence
•Accurately document all customer communications and scheduling details.
•Promote and sell company memberships, meeting or exceeding sales goals.
•Ensure high standards of service quality and customer satisfaction.

Stewardship
•Support recurring maintenance scheduling to uphold service commitments.
•Contribute to the company’s reputation by delivering consistent, high-quality service.
•Represent Adams, Inc. with professionalism and care in all customer-facing activities.

Key Performance Indicators (KPIs)
•Call response time and resolution rate
•Membership sales volume and conversion rate
•Accuracy of data entry in ServiceTitan and lead source platforms
•Customer satisfaction scores and feedback
•Lead follow-up completion rate
•Other duties and responsibilities as needed
Qualifications

• High school diploma or equivalent required.
• At least one-year of customer service experience where phone calls were at least 90% of the role (preferred)

Experience
•Prior experience in customer service or administrative support required.
•Call center or dispatching experience preferred.
•Familiarity with CRM or scheduling software (ServiceTitan strongly preferred).

Skills
•Strong communication and interpersonal skills.
•Ability to multitask, prioritize, and stay organized.
•Positive, customer-first attitude with sales capability.

Computer Skills
Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Ability to learn and navigate ServiceTitan and lead source platforms quickly.

Reasoning Ability
Capable of solving practical problems and managing multiple priorities. Able to interpret written, verbal, and schedule-based instructions.

Mathematical Skills
Basic math skills including addition, subtraction, multiplication, and division.

Language Skills
Excellent written and verbal communication. Strong command of business English for customer interactions and documentation.

Physical Demands
Regularly required to talk, hear, sit, stand, walk, and use hands. Occasionally lift and/or move up to 10 pounds. Vision requirements include close vision and ability to adjust focus.

Work Environment
Office setting with generally quiet noise levels. Reasonable accommodations available for individuals with disabilities.

Adams is proud to offer a competitive pay range of $18.00 - $22.00 per hour based on recent, relevant experience.

Adams, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.