PLUMBING Helpdesk - Customer Service Call Center

FRG seeks Plumbing Helpdesk Agent - Onsite ( Water Heating / Commercial )

SUMMARY: Full time onsite position. Answer inbound commercial plumbing service calls from our customers nationwide, and use your knowledge of water heating and plumbing systems to help them troubleshoot and diagnose or resolve issues. The Customer is our first priority every time, so professional phone demeanor is required.

JOB DETAILS:

• Where: Comstock Park, MI - ONSITE
• Type: Full Time / Permanent Benefits
• Shift: Monday - Friday 1st shift, appx 8 am - 5 pm.
• Hours: 40 hr / week standard ( on call rotation )
• Pay: $20 - $24/ Hour to start
• On-Call Rotation ( Rotates daily. Pays a spiff. )

Facilities Resource Group (FRG) is an industry leader in Tankless Water Heating Systems Solutions. We provide national installation and service of on-demand commercial tankless systems. We are seeking someone with high mechanical aptitude and some plumbing experience take inbound calls from customers and our field service team.

We prefer our candidates have at least a solid foundational understanding of how plumbing works, how water heating works and the various individual parts and components of the equipment. Ideal candidates will have EXCELLENT problem-solving skills, be highly analytical, have a great sense of urgency and prioritization skills and be able to enter or look up info or notes on the calls.

The calls will focus on receiving and solving plumbing "problem" calls ( no hot water, leaks and other plumbing issues). These calls are often urgent in nature and can range from simple to highly technical. Experience fielding a large volume of calls of varying urgency is preferred.

You will take and log inbound calls, update and close tickets in the work order system, use the software to check accounts or information. You will demonstrate an appropriate sense of urgency in triaging the issues, in order to promote the highest possible rate of customer satisfaction. Follow up calls / completion calls and logs also required.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Demonstrates EXEMPLARY professional customer service in high volume arena;
• Conceptual understanding of plumbing configuration and functions, to essentially pick up a call and "translate" from layperson terminology into identifiable, real plumbing scenarios;
• Asks clarifying questions back to callers in layperson terms, in a way that makes the problem easy to talk about, understand and address;
• Applies calculated decision tree methodology and any extenuating circumstances;
• Navigates technology during calls to cross-reference or update accounts or data, sometimes using multiple systems, programs or screens interchangeably;
• Resolves problems thoroughly and closes out work orders timely;
• Covers on-call rotation as per scheduling requirements;
• Completes documentation and follow-ups timely;

ESSENTIAL EDUCATION / EXPERIENCE:

• High School Diploma, GED or equivalent;
• 1-2 YEARS of Plumbing experience ( hands-on / service - some commercial )
• 1-2 YEARS of Helpdesk in a plumbing or automotive field, or equivalent experience in related fields, i.e., solar or telecommunications, field technicians;
• TECHNOLOGY: Microsoft Office; Corrigo; Oracle NetSuite; Sharepoint; Teams

ENVIRONMENT / WORK CONDITIONS:

• Onsite, indoors ( Comstock Park, MI ) in a well-lit, well-ventilated, modern facility
• Majority of work is performed from a stationary position in a quiet location
• Navigates multiple screens; types while answering calls

TO APPLY: Submit current resume.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Ability to Commute:

• Muskegon, MI (Preferred)

Work Location: In person

Salary : $20 - $24