As a customer service representative, you will be the first point of contact for our customers. Your primary responsibility will be to ensure a positive experience by providing professional, courteous, and efficient service.
Responsibilities
- Answer inbound customer calls, emails, and texts regarding plumbing and heating inquiries
- Schedule and coordinate service appointments for technicians
- Enter customers information accurately into our scheduling/dispatching software
- Provide accurate information about our services to customers
- Handle customer complaints and provide appropriate solutions in a timely manner
- Assist with billing inquiries and payment processing
- Follow up with customers to ensure their issues have been resolved to their satisfaction
- Collaborate with the team to improve customer service processes and policies
- Dispatch technicians to jobs
- Assist supervisor with requested tasks and projects
- Track key performance indicators
- Use empathy when speaking to customers with plumbing/heating issues
- Stay in contact with your supervisor and team
Develop your expertise: Listen carefully to each customer and use that information to guide the customer to help them make the right decisions for the safety and comfort of their family. You constantly build your expertise to provide even better guidance and because our installers and service experts rely on your accuracy.
Master the telephone: You are comfortable using the phone. You listen well to customers and you speak clearly and confidently. You're comfortable with both inbound and outbound calls to existing customers (no cold calling), and you can change course as necessary - perhaps dealing with an upset customer on one call and then happily greeting the next caller.
Job Requirements
You're a tech-savvy people person: You can communicate confidently via phone, mobile device, text, and email; you can use the internet and our internal software to complete your work accurately. You understand how to use Word and Excel.
You can multi-task and have attention to details: You can enter information while a customer is speaking, without allowing it to distract you. You are careful in the information you enter knowing that other team members will be relying on it.
Job Type: Full-time
Pay: $22.00 - $25.00 per hour
Benefits:
- On-the-job training
- Paid time off
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
Ability to Commute:
- Massapequa, NY 11758 (Required)
Ability to Relocate:
- Massapequa, NY 11758: Relocate before starting work (Preferred)
Work Location: In person