JOB DESCRIPTION

Olson Superior Plumbing is in search of an experienced and driven Client Service Representative (CSR) to join their expanding plumbing business. This role requires exceptional customer service skills, strong organizational abilities, and, ideally, prior plumbing industry experience. The CSR will play a vital role in delivering top-notch customer service, arranging appointments, and communication between both the Office and Field departments. A successful candidate will be able to aptly address customer inquiries, offer timely solutions, and efficiently manage technician scheduling. Effective communication and relationship-building skills are crucial, along with a foundational grasp of plumbing to troubleshoot and resolve customer concerns. The role demands adept multitasking, prioritization amidst competing deadlines, and the ability to foster both customer and technician relationships.

Job Qualifications:

• Proven ability to value and prioritize honesty and integrity
• High school diploma or equivalent
• Exceptional customer service skills
• Professional phone etiquette
• Excellent verbal and written communication skills
• Ability to multitask in a fast paced environment
• Proven history of exceptional organizational skills and attention to detail
• Strong problem solving skills
• Ability to work independently as well as part of a team
• Knowledge of Google Workspace (Google Doc, Google Sheets, Gmail)

Job Duties:

Customer Service

• Respond to customer inquiries via phone, email, or other channels in a timely and friendly manner, following the PRESSPLAY principles
• Manage customer concerns and work to resolve them efficiently and effectively
• Follow up on customer inquiries and ensure resolution of customer issues
• Update customers on the status of their orders/service requests
• Coordinate with other departments when necessary to resolve customer issues

Scheduling and Dispatch

• Make outbound calls to new leads to provide quotes and or schedule appointments
• Optimize the service schedule by assigning jobs to technicians based on skill sets and availability
• Track and update job information in the HouseCall Pro system
• Maintain accurate records of customer interactions within the HouseCall Pro System

Administrative

• Accurately record data within the CSR Call Log
• Regularly call receivables with the end goal of collecting payment
• Regularly deposit payments from customers
• File invoices and receipts provided by the plumbing department
• Front office maintenance, including, but not limited to keeping the front office space clean, tidy and stocked with all the necessary supplies

Other

• Meet/Fulfill the identified CSR Key Performance Indicators listed below
  • Maintain a 90% average on the PRESS PLAY Evaluations
  • Positively impact the team’s Active Lead Call Log Percentage
  • Maintain an 80% Booking Percentage average
  • Positively impact the team’s Missed Call Percentage
• Prioritize honesty and integrity when completing any work on behalf of Olson Superior Plumbing
• Uphold Olson Superior Plumbing’s Mission to provide each and every customer with the very highest quality and caliber of responsive customer service, combined with our unique technical expertise so that proactive word of mouth referrals becomes one of our most valuable business assets
• Excel in Olson Superior Plumbing’s Five Core Competencies
  • Put the Customer First
  • Work Well with Others
  • Achieve Results
  • Lead Courageously
  • Develop Continuously
• Must be able to sit for long periods of time
• Must be able to work varying shifts including days, nights, and weekends
• Other assigned duties as directed by management

Applicants for positions are subject to a new hire drug screen & background check. We are a Drug-Free Workplace.

Equal Employment Opportunity

Olson Superior Plumbing is committed to an equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis including, but not limited to: race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under federal, state, or local law. In California, the following also are a protected class: race, color, religion, sex, age, disability, AIDS/HIV status, national origin, status as a cardholder for medicinal marijuana, and genetic test results.