What are the responsibilities and job description for the Call Center Customer Service Representative position at Anderson Plumbing Heating & Air?
About the company:
Since 1978, award winning Anderson Plumbing, Heating & Air has been wowing customers throughout San Diego County with outstanding plumbing, heating, and AC services. In fact, we’ve made our motto, “Nobody wows clients like we do!”—and that’s something we’re committed to every day, with every customer, in every way. We are a woman-owned, family-operated business, committed to providing homeowners throughout the San Diego area with the very best home services in the industry. Whether you need AC repairs, heater installation, water heater replacement, drain clearing or even emergency plumbing services, our experienced team is just a phone call away. We were voted 2020 Best Place to Work!!
Job summary:
Our customer service team is a pillar of the entire organization’s effort to increase our customer’s satisfaction. We are looking for an outgoing and well-spoken Customer Service Representative to receive & make calls to assist customers with booking their appointment in the CRM and promoting the brand’s services through having a general understanding of plumbing & HVAC services job types.
Starting Pay: $19 per hour plus bonus!
Potential Merit Increase after 120 Days with Satisfactory performance review
Responsibilities:
- Answer inbound customer calls in a fast-paced environment
- Empathize & understand customer’s urgent plumbing and HVAC problems
- Book the customer’s appointment in CRM
- Answer customer questions and provide basic services information
- Make outbound calls to schedule service calls
- Sell and renew memberships
- Follow scripting to provide a consistent experience for clients
- Cross-promote various trade services to customers
- Communicate with customers via chat or email
- Complete any responsibilities assigned by the manager
Skills you bring for success:
- High School Diploma or Equivalent (Required)
- 2-year degree a plus
- 2 years of call center, customer service, sales, or appointment-setting
- Quick learner and ability to stay focused
- Strong attention to detail
- Familiarity with phone systems and IVR (DialPad, TalkDesk, Etc.) a plus
- Previous experience in HVAC, plumbing, electrical services, or construction a plus
- Excellent communication skills, both verbal and written
- Ability to multitask in a fast-paced environment
- Exceptional customer service and phone skills
- Strong attention to detail with problem-solving capabilities
- Empathetic and Patient
- Strong listening skills
- Ability to achieve target goal
- Proficiency in Microsoft Office and CRM software
- Proficient at typing & comfortable with computers
- Good attendance is required for this position
Hours For This Position: Training Hours (3 weeks) M-F 8am-4pm, regular hours for this position will be 10am-7pm including weekends.
Perfect Attendance is Required During Training.
What you will get if you join us:
- Anderson hires from within and offers excellent advancement opportunities!
- Bonus Spiffs
- 401(k) with 3% matching
- Medical, Dental, and Vision plans
- $20K Life Insurance Policy Free to Employees
- Short- and Long-Term Disability plans
- Paid time off 6 holidays
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.
Job Type: Full-time
Salary: $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Shift:
- Day shift
Weekly day range:
- Every weekend
- Monday to Friday
- Weekends as needed
Work setting:
- In-person
Experience:
- Customer service or call center: 2 years (Preferred)
Work Location: In person
Salary : $20,000