CUSTOMER SERVICE REPRESENTATIVE
(Full-Time and Part-Time Positions Available) Position Description Summary:
The basic function of the Customer Service Representative (CSR) is to convert incoming customer calls into booked service calls and forward to available Field Technicians. Handles service calls from customers projecting a professional image and using a company prepared script. Utilizes customer service training to educate, to establish rapport and assist customers in choosing service and products. Follows company training to assure prompt and accurate dispatch of incoming orders. Is aware of the importance of the Field Technician incentive programs and assures fair and equitable distribution of work and proper documentation of said work. Conducts "Happy Calls" according to company procedure.
Position Qualifications:
The CSR must be goal-oriented self-starting and energetic. This individual must be willing to pursue and actually participate in continuing education. This person must have genuine empathy for customers and a willingness to help others.
This position requires the individual to be aware of and understand the company Mission Statement and be able to give a general outline if asked by customer or supervisor.
Requirements:
To perform this job successfully, an individual must be able to complete all areas outlined for this position in a satisfactory manner. Listed below is a representation of knowledge, skills, and/or abilities necessary to meet the minimum job requirements. Customer Service Representatives must be able to work weekends as required.
Education:
High School Diploma or equivalent.
Experience:
A minimum of two years experience including hands on training and or work in telephone sales and or dispatch is preferred. Experience in plumbing and HVAC is a plus.
Skills, Knowledge and Abilities:
Must be confident in his/her abilities. Must believe in him/her self and the company. Must believe in the company Mission Statement and the CSR's work must reflect this belief. Must be familiar with the local plumbing codes and be able to speak to company product lines with some degree of accuracy. Must be able to work with co-worker technicians to get the job done correctly and in the best interest of our customers, while abiding by company policies. Must have a pleasant telephone demeanor and be able to demonstrate good customer empathy.
Benefits available to full-time employees only include:
Health and Dental Insurance
Retirement Benefits
Paid Vacations
Continuing Education