Customer Care

Responsibilities:

Under general supervision of our Office Manager, the Customer Care Specialist (CCS) provides day to day support to Installation and Field Services Technicians. Utilizing Jobber Scheduling Software, CCS creates & maintains service scheduling for multiple technicians assigned to multiple zones/territories. Serve as the main point of contact for customer inquiries to schedule routine and new services for residential and commercial in-ground sprinkler and lighting systems. Customer Care Specialists operate in a remote (work from home) environment and in the office as needed. Daily tasks include some or all of the following. Additional tasks to be assigned as needed:

• Promptly respond to service requests via phone and email with courtesy, providing general information, scheduling services, troubleshooting, etc.
• Create and maintain client profiles
• Create and maintain record of service requests and scheduled jobs per technician
• Manage requests for installation estimates, follow up on signed contracts, deposits, and final payments
• Coordinate required permits/utilities Miss Dig scheduling and contracted plumbing services for new service installations
• Process client payments via telephone
• Assist with past due account collections calls
• Actively participate in managing offers, scheduling, and payment of prepaid seasonal services
• Assist with report generation related to scheduling for seasonal service requirements
• Provide a variety of general office support (filing, scanning, mailing, invoice creation, errands)

Skills Required:

• Effective Planning, Office Administration, Operations Management.
• Ensure compliance with Policies & Procedures, Planning and Organization, Filling & Documentation.
• Interpersonal & Communication Skills via phone and email
• Analytical Skills, Ability to Work under Pressure, Decision Making & Problem Solving Skills.
• MS Office Applications & Internet Usage
• Knowledge of Quick books Excel and general accounting principles helpful