FRG seeks Noritz TECHNICAL SUPPORT - PLUMBING HELPDESK Agent (REMOTE)

Facilities Resource Group (“FRG”) seeks Remote Plumbing Technical Support Agent to join Noritz service helpdesk. The Technical Support agent processes a high volume of inbound plumbing – related service calls and assists customers to resolve plumbing and tankless water heating systems issues. Exemplary customer service, technology and prioritization skills required, together with strengths in diagnosis or problem solving. Ideal candidates will be technology savvy, have high volume call center experience, are highly mechanically inclined and are at least somewhat familiar with basic plumbing design and functionality.

JOB DETAILS:

• LOCATION: Remote
• STARTS: ASAP upon approval
• PAY: $16 - $22 / Hour (BOE)
• TYPE: Full Time / Permanent Benefits
• HOURS: 40 – 50 / Week
• SCHEDULE: Mon – Fri, 1st Shift (5a-2p OR 8a-5p)

ESSENTIAL DUTIES

• Answer high volume of inbound calls professionally, providing exemplary service to all callers in a timely and dedicated manner;
• Respond to and appropriately prioritize issues that require service or immediate action;
• Troubleshoot or diagnose issues over the phone and/or escalate calls for service;
• Complete on-time, professional follow-ups over the phone or by email to ensure customers received full-scope solutions and do not require additional assistance;
• Utilize CRM to document customer interactions, including details of inquiries, complaints, and resolutions;
• Collaborate with other team members and departments to escalate and resolve complex technical issues;

QUALIFICATIONS

• High School Diploma or general education degree (G.E.D.)
• Previous customer service helpdesk / inbound call center work or related experience;
• Willing / able to speak with wide range of customers while using technology, and providing great experiences that build rapport and trust;
• Great follow-through, sense of urgency and completion
• Complete background, drug screen and onboarding
• Spanish bilingual in a PLUS

TO APPLY: Submit current resume – Thanks!

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Remote