What are the responsibilities and job description for the Lead Customer Service Rep (Evenings/Weekends) position at Rite Way Heating Cooling & Plumbing?
At Rite Way, we pride ourselves on offering the best solutions and service to meet our customers' needs, all while fostering a supportive and collaborative work environment. We believe in investing in our employees – providing ongoing training and development opportunities to cultivate the best talent and technical expertise in every market we serve.
In addition to a competitive salary and benefits package, we offer:
- A culture that values effort and rewards results
- Health, dental, and vision insurance with low employee contributions
- Paid vacation and sick time plus six paid holidays each year
- 401(k) retirement savings options with company match
- Affordable supplemental insurance offerings including accident, life, critical illness, and disability
- Weekly pay
If you are passionate about helping people improve their homes, have a strong work ethic, and enjoy working both independently and as part of a team, we encourage you to apply. Please note that this role may require working in diverse and potentially uncomfortable indoor and outdoor environments.
Our Rite Way team shares their impactful experience and story about how a collaborative partnership with Redwood has been beneficial in the growth of both the business and people.
https://redwoodservices.com/partners/
This is not the right fit for you if you are not looking for a long-term career or are unable to consistently demonstrate an exceptional work ethic, including excellent attendance. We value teamwork and those who enjoy working as part of a team will thrive in this role.
***The shift for this position will generally be a combination of nights and weekends.
Job Summary
A Lead Customer Service Representative will act as assistant to the Customer Service Manager and as help desk to the CSR team. Will assist in training and coaching CSRs to provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
Duties & Responsibilities
- Take Overflow Inbound Calls & assists when coverage needed
- Accurately updates and corrects Service Titan information errors
- Handles most customer service complaints and first contact escalations
- Utilize good judgment and understanding of company policy to effectively make decisions to resolve customer issues.
- Achieve monthly team performance goals
- Facilitate Full CSR Onboarding Training
- Side by Sides
- Script Review/Training
- Role Play
- Train/test on all booking processes
- Act as help desk to all CSR levels
- Act as team leader in absence of CSR Manager
- Attend Nexstar Off Site Training Class
- Makes suggestions to improve work environment
- Able to merge accounts
- Audit Age of Equipment for 3 Day Call Board & Updates regularly
- Able to prepare and understand Daily Reports
- Be able to perform administrative duties. And any duties for management/all duties as assigned.
- This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive, but representative; other duties may be assigned.
Competencies for Success
- Communication
- Customer Focus
- Dependability/Productivity
- Interpersonal Skills
- Organization Skills
- Quality
- Results Orientation
- Adaptability
- Decision Making
- Initiative
- Leadership
- Results Driven
- Sense of Urgency
- Employee Focus
Required Skills & Abilities
- HVAC & Plumbing knowledge preferred
- Excellent communication, decision making, persuasion and problem resolution skills
- Ability to build trust and demonstrate empathy
- Proficiency with computers (ability to navigate within multiple screens) & a good typist
- Very reliable and trustworthy
Education & Experience
- High School Diploma or Higher
- Minimum 3 years of customer service experience
- Lead/Escalation experience preferred
Physical Demands
- Must be physically able to lift, lower, push, and pull objects of up to 25 lbs. unassisted
- Ability to stand, walk, climb, bend, stoop, and crouch for extended periods of time
Work Environment
- Office based
Work Schedule
- Flexible for ANY shift (hours & days), to ensure leadership/overflow coverage
Remote Work Eligibility
- Not Eligible
Equal Opportunity Employment Statement
Rite Way is an Equal Opportunity Employer (EOE) and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, protected veteran status, or any other personal characteristic protected by Federal, State, or Local Laws.
