CUSTOMER SERVICE REPRESENTATIVE (CSR)

LARRY & SONS PLUMBING & HEATING IS A MEMBER OF LEN THE PLUMBER HEATING AND AIR FAMILY OF COMPANIES!

Are you someone that provides service with a smile? Do you enjoy working with people and building rapport? Are you looking for a job with a growing company with lots of opportunities for advancement? Then come join our team! We are currently searching for a highly-talented CSR Customer Service Representative!

This position is the first line of communication with existing and new customers and serves a key role in establishing and building customer relationships and providing a positive impression of the company and the services provided. This position also serves a key role in working with all departments within the company to ensure that each customer request is handled satisfactorily and to completion.

A family is what you will gain when you join Larry's. We care about our team and expect you to return that same caring energy when you join. We do a lot more than just work together. You’ll come to love our company outings, and you’ll build life-long friendships at Larry & Sons Plumbing & Heating!

Essential Job Functions:

• Take incoming calls from customers and convert them t to booked appointments.
• Outbound calling to our customer database to schedule appointments
• Follow up satisfaction calls to our completed jobs
• Participate in training so that you grow and develop as a professional.
• Maintain and update our customer database with complete and accurate information.
• Maintain communication with dispatch and your manager.
• Ability to multi-task and strong attention to detail.
• Ability to stay calm in high-stress situations and keep a professional, calm demeanor
• Conveys a positive impression of the company while establishing and building long-term customer relationships
• Successfully converts customer requests (calls and internet) for service into booked appointments that meet or exceed the customer’s expectations
• Correctly addresses customer needs by quickly identifying the need, the best path to resolution, and taking action
• Accurately collects and enters all necessary customer information into the service database
• Communicates effectively and collaborates with all internal departments to satisfy customer needs
• Follows up with customers to ensure completion of and overall satisfaction with service provided
• Contributes to the department and company's success by meeting and exceeding all performance objectives
• Maintains proficiency of performance by staying current on all updates processes and changes
• Proactively identify areas for process change to improve customer-handling procedures

Qualifications:

• Proficiency with computers, especially Microsoft Office software
• General office practices and procedures
• Basic methods and practices of financial and general record keeping
• Telephone sales experience in a Service environment is highly preferred
• A positive, friendly, and helpful demeanor
• Superior communications (oral, written, and over the phone)
• A self-starter who will thrive working independently and on a team
• Good listener, empathetic, and customer focused
• Problem-solving with the ability to prioritize
• Ability to multi-task with attention to detail
• Sales experience a plus!!!

Experience/ Education:

• High School Diploma or equivalent required, associates and college degrees preferred.

Compensation:

• Based on experience

Benefits:

• Competitive Dental, Vision, and Healthcare Plans
• 401(k) matching
• Short-Term and Long-Term Disability
• Life Insurance
• PTO
• Paid Holidays
• Employee Assistance Program (EAP)

If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE