Customer Service/scheduler - Taylor, United States - Plumbing Outfitters

Description

About us

We are professional, customer-centric, and engaging team Our mission is to be CHAMPIONS of our trade providing quality craftsmanship built on a foundation of trust and integrity serving our team, customers, and community.

Our work environment includes:

• Growth opportunities
• Onthejob training
• Company perks
• Weekly staffdevelopment huddles
• Frequent company outings
• Collaborative team culture where everyone's input is valued

We are looking for the newest member of our customer service representative team. This person will be instrumental in being the VOICE of Plumbing Outfitters.

We rely on our CSR team to make the first 5-star impression to our customers, exhibit our core values in every conversation they have with our customer base, and set the NEW STANDARD for the communities we serve.

Responsibilities:

• Answer incoming calls. While on the phone with the customer always remain professional and ensure all provided details are notated. Ensure booking fields are completed and maintain a minimum booking rate of at least 85% as per the call guidelines
• Book & schedule service calls per Procedure and assist the dispatcher with maintaining the dispatch board. Including notifying customers of scheduling changes.
• Follow up on all customer inquiries or additional work needed until customer's issue is resolved. Schedule all necessary follow up jobs.
• Complete "Follow Up" phone calls on estimates as assigned via team task platform.
• Keep Service Titan updated by cleaning up customer's information, hold/done for now categories and categorizing unbooked calls.
• Participate in monthly company huddle breakfast on the first Wednesday of every month.
• Log "part memo" tasks in ServiceTitan task management on part orders from techs/office communication forms.
• Follow up with new customers as assigned.
• Review office communication forms as assigned and complete follow up tasks needed.
• Collect on open invoices for assigned technicians excluding bill to accounts.
• Monitor, call and schedule leads from all lead sources.
• Upon booking estimates, obtain signature, collect deposits.
• Partake in ongoing CSR training with coaching team.
• Attend weekly Operations Day.
• Assist General Manager or Customer Service Manager with requested tasks or projects

Skill Set:
Apt with technology, 2+ years experience with CSR work or dispatching, ability to move with precision urgency, works well in a fast-paced environment, able to overcome price questioning, and dispatch fee objections, highly communicative (persuasive and positive use of language), effective listening skills, able to follow-direction, and understands communication chain of command, organized

Personality Traits:
upbeat, positive, friendly, open to constructive criticism, avid listener, driven and resourceful. empathetic, adaptable, patient, critical thinker

Past Work Experience:
Plumbing company, Combo Plumber/Hvac, or similar trade experience, (sales experience is a +)

Past Teamwork Experience:
Working on a team that requires group collaboration/communication in identifying challenges/hurdles. Communication is top priority

Personal Values:
character, humility, accountability, mindfullness, precision, service

Self-provided tools/resources needed to complete job: reliable transportation.


Pay:
$ $23.00 per hour

Expected hours: 40 per week


Benefits:

• 401(k)
• 401(k)

matching

• Dental insurance
• Flexible schedule
• Health insurance
• Onthejob training
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Inperson
• Office

Education:

• High school or equivalent (required)

Experience:

Service Titan: 1 year (preferred)


Work Location:
In person