Customer Service Representative for Plumbing Heating and Air company
- Competitive salary
- Opportunity for advancement
- Paid time off
- Competitive Compensation
- Paid Time Off
- Career Growth Opportunities
- Receive a high volume of inbound calls and emails
- Identify the reason for the customer's call, collect relevant information and provide solutions and achieve satisfaction
- Refer to premade scripts for a variety of customer service topics
- Use best practices in customer service techniques to develop rapport and build relationships with customers
- Meet personal and team quotas
- Attend trainings to maintain up-to-date skills and knowledge
- Generate sales leads
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Entering work orders in the system
- Dispatch/scheduling service jobs for technicians
- Printing, filing, copying, organizing paperwork
- Following up with customer after every job and offering other services
- Processing permits for job
- High school diploma/GED
- Previous experience as a Customer Service Representative or in a similar role is preferred
- Comfortable using computers and customer management software
- Excellent phone and verbal communication skills
- Understanding of active listening techniques
- Ability to work well under pressure
- Highly organized with the ability to prioritize projects and manage time effectively
- Customer orientation and ability to adapt/respond to different types of characters
- 2 years or more experience in home service field preferred
- 2 years of sales experience preferred
- Excellent typing skills
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