Customer Service Representative/call Center - Murrieta, United States - RotoCo, Inc. dba Roto-Rooter Plumbing

RotoCo, Inc. dba Roto-Rooter Plumbing

Verified Company

Murrieta, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Are you passionate about providing great customer service as you ask insightful questions? Do you enjoy providing support for a fast-paced team as you close jobs for an established well renowned company?

We are looking for a
Customer Service Representative who will have the opportunity to communicate with a variety of different customers and book jobs to efficiently serve our valued customers.

This position will be the central liaison between the customer and dispatcher by ensuring correct "tags" are being utilized and thorough notes are being submitted to communicate job specific duties.

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Keep reading IF:_

YOU ARE A POSITIVE TEAM PLAYER AND EXCELLENT COMMUNICATOR with the ability to ask the right digging questions to get information and keywords to appropriately book a job and are flexible and eager to help customers and colleagues with a natural caring attitude toward others.

YOU PRACTICE EMPATHY IN EVERY SITUATION and can identify with the emotions and perspectives of others, listen actively to concerns, and respond with genuine care, while being able to talk to people from different backgrounds to find common ground.

YOU ARE A MULTI-TASKER WITH QUICK PROBLEM-SOLVING SKILLS who adjusts to changes throughout the day with ease by switching gears quickly, while having the awareness to know when to reach out to leadership with questions when needed.

ESSENTIAL DUTIES MAY INCLUDE:
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Within the first 30 days and ongoing:_

Learns RotoCo, LLC's mission, core values, services, and operational procedures.
Shows a willingness to grow with the company, incorporating the company's vision to deliver outstanding customer service by completing necessary training, roleplays, etc.
Within 12 weeks, is on the CSR floor beginning to take customer calls by logging into Dialpad with a Lead CSR listening remotely to assist in navigating the call correctly.
By 30 days, demonstrates the ability to confidently answer 67 inbound customer calls per hour, partnering with a Lead CSR when new questions arise.

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3 months and ongoing:_

Is independent in the role and is a valued CSR team member, showing good judgment and care/empathy when handling customer calls.
Demonstrates the ability to confidently answer 810 inbound customer calls per hour, utilizing the objection handling worksheet and converting those leads into jobs.
Begins to promptly respond to customer inquiries, reviews, service requests and/or responses via Yelp and Google ads with little to no oversight from the Leadership team.
Demonstrates the ability to use conflict resolution when dealing with frustrated customers who call in with questions or complaints, and connects them with the correct team member for escalated customer issues, inquiries, complaints, etc.

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6-12 months and ongoing:_

Is a fully integrated and valuable member of RotoCo, LLC's CSR department by effectively managing one's schedule, balancing the management of yelp/Google Ads, inbound calls, cleaning up notes from calls, etc. while still answering a minimum of 8 calls per hour.
Shows continual improvement to provide dependable, reliable, and efficient service to customers and internal team members.
Identifies areas for personal growth and development, collaborating with the CCM to create a growth plan and/or begin transfer to a new department (i.e., Dispatch, Commercial Team, etc.)

EDUCATION, SKILLS & EXPERIENCE:

1+ years' experience in a call center environment
preferred
1+ years' in customer service or related industry
preferred
High School Diploma or GED equivalent
required
Plumbing industry experience
a plus
Possess strong conflict resolution skills
required
Excellent written and verbal communication skills
required
Demonstrated proficiency in Microsoft Suite and teams
preferred
Experience dispatching/scheduling trade personnel
a plus
Ability to type a minimum 50 WPM
preferred
Bilingual a
plus
Ability to pass a drug screen and background check
required
Ability to sit for extended periods of time in a call center setting with a high tolerance for heavy phone work
required
Flexibility to work additional hours and/or days that deviate from regular work schedules
required

WHO WE ARE:

With nearly 50 years of providing dependable and best-in-class residential plumbing services, RotoCo, LLC is an industry icon.

With nearly $100 million in sales RotoCo, LLC has a rapidly growing service area that currently spans from North San Diego County to Sacramento County.

We pride ourselves on being part of the Roto-Rooter national brand and still staying true to our family-owned business values.

RotoCo, LLC is the largest Roto-Rooter Plumbing franchise in the nationan industry icon.

We pride ourselves in the opportunities we provide for our employees
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Being a hero: