Customer Service Representative in McKinney - Benjamin Franklin Plumbing of Dallas, TX

Description

Job Description

Job DescriptionBenefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

SUMMARY:
Provide outstanding customer service to new and existing customers over the telephone and email with a booking rate goal of 80% or higher. Conduct happy incoming phone calls within 3 rings and outgoing phone calls within 15 minutes after a technician leaves a customers home or place of business and assist the sales and marketing teams with other duties as required. The ideal candidate will demonstrate a high level of attention to detail, ability to perform in a fast-paced environment and possess excellent problem-solving skills. This position is the primary communicator with our customers and technicians and requires commitment to customer satisfaction and the ability to work well in a team environment. Superior communication skills and a positive, go above and beyond, friendly attitude are critical to success in this role.

DUTIES AND RESPONSIBILITIES:
Interact with customers and technicians, provide information in response to inquiries about service offerings and resolve customer complaints. Additional duties and responsibilities include but are not limited to:

• Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, and obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customer issues
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Resolve customer service complaints by referring and assigning tasks to appropriate point of contact for resolution
• Complete booking forms, prepare change of address records and issue service order requests
• Refer unresolved customer grievances to designated departments for further investigation
• Determine charges for requested services, quote trip charges and arrange for billing or payment
• Contact customers to respond to inquiries and to notify when technicians are in route
• Solicit sales of new or additional services or product offerings
• Must be extremely detail oriented and able to accurately process transactions
• Perform other duties as assigned by management

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the job.

Education, Experience, Knowledge:

• High school diploma or general education degree (GED)
• Previous call center, customer service experience preferred.

Physical Requirements:
Requires sitting for extended periods of time. Ability to listen, hear and speak clearly over the phone or headset and focus at close distances to computer monitor.

Special Requirements:

• Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Ability to work with Microsoft Office (Word, Excel and Outlook) and other company provided software with minimal supervision
• Ability to work on desktop computers and phone system
• Ability to speak and communicate with others to convey information effectively
• Ability to apply critical thinking skills of logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Possess a service orientation by actively looking for ways to help people.

WORK ENVIRONMENT:
This position will primarily work in a climate controlled office and challenging client interactions may be encountered on occasion.

WORK HOURS:
Forty (40) hours per week

COMPENSATION:
This is a full-time non-exempt position that is eligible for overtime with prior approval.

BENEFITS:

• Eligibility for health, vision and dental coverage, 401(k) plan and flexible spending accounts, subject to plan terms
• Eligibility for benefits such as life insurance, short- and long-term disability and long-term care, subject to applicable waiting periods
• Paid time off (PTO) earned on an accrual basis after 90 days of employment
• Company-paid holidays