What are the responsibilities and job description for the CSR position at John C Flood Inc?
About Us
John C. Flood of Virginia Inc. provides plumbing, air conditioning, heating, and electrical services within the Washington DC DMV. It offers various plumbing repairs, air conditioning and water heater repairs and installations, electrical, bathroom remodeling design and installations, sewer line replacement and repairs, and water main services; and heating system repairs, such as residential boiler and tankless water heaters.
Benefits
- 401(k) / Retirement Savings
- Life Insurance
- Dental insurance
- Health insurance
- Short-Term / Long-term Disability
- Vision insurance
- Paid Time Off
Main Objective
Book service appointments and do whatever is necessary to promote customer satisfaction.
Essential Duties and Responsibilities
- Convert incoming customer calls into booked service appointments.
- Deliver call scripts with empathy; be clear, compelling, and personable.
- Respond to customer requests, resolving issues and promoting the brand.
- Be professional and establish customer rapport, encouraging repeat business.
- Participate in training to boost booked calls and practice outbound calling.
- Adhere to the company’s plan for resolving customer complaints quickly and favorably.
- Maintain and update customer database with complete and accurate information.
- Maintain 28 Touchpoints per hour minimum (20 phone 8 other source).
- Assist booking Opportunity Calls (At least 20 total per day minimum total goal divided by how many CSR’s working that day).
- Assist in booking tune ups/inspection calls. (Goal changes per budget #/seasonality divided by how many CSRs are working that day).
- Going above and beyond to ensure top notch quality customer service and that the customer is taken care of.
- Special projects as assigned by manager.
Competencies for Success
- Develop an effective and efficient track record in customer service.
- Call center experience taking a combination of incoming/outgoing 120 calls per day.
- IT competent; good typist and proficient with phone systems.
- Highly organized with exceptional follow-through abilities.
- Strong verbal and written communications.
- Ability to build trust and demonstrate empathy.
- Personality that blends well with a fast-paced, goal-driven environment.
- Competitive individual contributor who also loves to win as a team.
- Highly motivated, flexible and great attitude on life.
Culture
- Dependable, maintain excellent attendance and punctuality to adhere to work schedule.
- Carefully work to ensure adherence to safety and quality of work standards.
- Ability to work independently, manage multiple projects, work under pressure, and adapt to sudden changes in the work environment
- Consistently live out company core values daily.
- Vibrant personality and good interaction within a diverse work force.