What are the responsibilities and job description for the Customer Service Rep. position at P3 Services?
Anchor Plumbing Services’ mission is to build lasting relationships with our customers by providing first class solutions, value, and professionalism. Frequently, the Customer Service Representative (CSR) is the very first impression our customers have and is instrumental in ensuring and creating the greatest customer experience possible. It is critical that the CSR set the stage for the first class experience our customers have when they choose to do business with us. The CSR is responsible for keeping our call board filled to capacity each day.
Job Requirements/Skills Needed
- MUST HAVE SERVICETITAN EXPERIENCE
- Must have an obsession with creating an amazing customer experience.
- The ability to communicate clearly, precisely, and in a friendly manner with customers, office staff and field technicians verbally and in writing.
- A working knowledge of terms and practices in the plumbing industry.
- A working knowledge of common office equipment, such as phones, printers, and scanners.
- A working knowledge of Google Sheets, Google Docs, and Outlook to complete reports and send/receive emails.
- Service Titan experience
- Possess the ability to: maintain control of the call, display confidence, overcome obstacles, problem solve, and operate with integrity
Responsibilities:
- Review the schedule daily and plan on what appointments need to be scheduled
- Ensure outbound calls to membership customers are made and scheduling goals are met.
- Answer incoming calls and handle appropriately:
- Schedule, reschedule, and cancel service requests
- Process payments when customers call to pay an outstanding balance
- Spot check scheduled calls to ensure they were scheduled correctly.
- Convert incoming calls and requests into booked appointments.
- Create reports for follow up details and status of jobs not sold.
- Assist with resolving customer concerns to create customer cheerleaders for life.
- Update customer’s information in the company’s CRM systems accurately.
- Follow company’s framework/scripting, processes and procedures.
- Assist dispatch with notifying customers of any delays or reschedules-proactively.
- Assist with daily admin duties as assigned (filing, organizing, keeping area clean)
- Address customers' concerns if they are within the scope of position or forward to the applicable manager
- Back-up dispatchers as needed (breaks, days off, etc)
