Benjamin Franklin Plumbing, and One Hour Heating & Air of Montrose, Co is seeking a Customer Care Rep. (CCR) with call center experience who will work in a fast-paced environment.

The CCR will ensure that the customer's first interaction with our company is of the highest standard. The CCR will schedule all technician appointments, facilitate communication between technicians, customers, and the company, and assist in fleet management.

Also looking for a part time position 5pm to 8pm M-F and Saturday 8am-5pm

Responsibilities :

• Ensure all calls are answered promptly using proper communication scripts on every call for quality and efficient interactions
• Maintain an above-average call conversion ratio on all incoming calls
• Maintain accurate reporting of aborted calls, canceled appointments, call goals, lead goals, etc.
• Maintain the service technician schedules and dispatch technicians as service calls are completed
• Maintain schedule for service technicians and after-hours service procedures
• Enter service calls, schedule calls, and generate call debriefing with technicians daily
• Respond to service technician requests both by radio and phone
• Review completed service work orders for accuracy
• Prepare invoices and timecards for processing
• Follow up and schedule preventative maintenance service appointments
• Maintain customer database
• Respond to customer inquiries
• Assist Safety Manager with maintaining all safety documents and training rosters
• Participate in all company-sponsored training classes
• Effectively manage conflict resolution with clients through clear, expedient communication

Qualifications :

• High school diploma or equivalent required
• Must be able to follow all safety policies and procedures

Last updated : 2024-03-29