What are the responsibilities and job description for the Call Center Supervisor position at All City Plumbing, Air & Electrical?
Hiring Immediately
*Must 4 years experience of customer service or customer support experience.
* minimum bachelors degree required.
- $26.00 - $35.00 per hour *with bonus incentives & overtime ** Good reliable csrs make 60-90k
Come join a very busy award-winning, highly-rated Plumbing Company based out of Rancho Cucamonga, CA, servicing all of Riverside County, San Bernardino County, Orange County, and some of Los Angeles County.
As a Csr/ dispatcher supervisior the focus is to make sure all incoming customer service requests , via email, yelp, angies lists, and chirp are answered correctly and promptly . All Csr/ dispatchers answering over 100 inquiries daily, responding to messages, and identifying plumbing problems with customers within minutes is key. You must be able to qualify calls, prioritize service requests, give customers the best service experience, learn our service area, and our call types, and send the right technician to the right call.
The personality of a great csr/dispatcher supervisor loves to help others, coach others, and is an expert at problem-solving.
Responsibilities
- Review all all inquires answered by csrs/dispatchers on shift.
- Handle any customer complaints from start to finish
- handle any bad reviews and over turn them
- Assist with responding to all customer service requests, via phone calls, and emails.
- Answer a very high call volume of incoming calls
- respond to yelp inquiries
- respond to emails
- follow up with customer satisfaction
- Identify and assess customers’ needs to achieve satisfaction
- Be a great problem solver & a master at time management.
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call-handling quotas
- Handle customer and technician complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, and process customer accounts
- Follow company scripts and booking procedures, guidelines, and policies
- Take the extra mile to continuously learn the plumbing and skill set of each technician.
- Assist with Dispatching service technicians to jobs, using dispatch-for-profit methods
- *We are open 7 days a week, we need CSRs for all shifts , morning & afternoon shifts .
Skills
- Must be tech savvy most communication is via email and various apps
- Expert Problem solver
- Reliable
- Bachelor's Required
- Proven customer support experience or experience as a client service representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time efficiently
Job Types: Full-time, Part-time
Pay: $25.00 - $38.00 per hour
Expected hours: 30 – 60 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed
Education:
- Bachelor's (Required)
Experience:
- Customer support: 4 years (Required)
Work Location: In person
Salary : $25 - $38