JOB TITLE:    Customer Service Representative EMPLOYER: E.R. Plumbing Services

REPORTS TO: Customer Service Manager

EFFECTIVE DATE: 01/01/2022

SUMMARY: Customer support functions, scheduling, A/R and collections, sales, technician support, receiving deliveries and distribution. Provide great service as the first line of interaction with customers.

DUTIES AND RESPONSIBILITIES:

• Customer Support
  • Answering calls and determine customer problems.
  • Scheduling and entering incoming calls in software with all necessary information, prioritizing them based on service requests.
  • Listening to call recordings to ensure classification of call is correct for call center metrics. Reclassifying calls as necessary to correct.
  • Monitor and respond to web inquires in a timely manner.
  • Enter all property management work orders, scheduling with all necessary parties.
  • Scheduling sold estimates, ensuring all necessary parts are ordered, any necessary subcontractors are scheduled, and purchase orders are pulled.
  • Resolving customer concerns.
  • Rotation of on call shifts for nights, weekends and holidays.
• AR and AP (possible additional tasks):
  • Process daily check and cash received and post to correct AR accounts.
  • Utilizing established customer relationships to complete collections for AR aging report.
  • Enter job related AP invoices in software.
• Office Support
  • Data entry as needed.
  • Greet patrons and sign for deliveries and distribute.
  • Print, copy, scan & fax
  • Ensure kitchen is maintained and restocked as needed.

After Hours On-Call Duties Also Include:

1. Dispatching technicians to emergencies & manage schedule.
2. Consider DOT requirements when dispatching late appointments.
3. Calling customers to notify them the technician is on the way.
4. Assisting technicians with purchase orders.

QUALIFICATIONS:

• 3 to 5 years related experience and/or training.
• Ability to work with all levels of management.

• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Proficient in company software and Microsoft Office.

COMPETENCIES:

• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
  

• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

• Strategic Thinking--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Identifies external threats and opportunities.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Frequently required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear

• Continually     utilize     visual     acuity     to     operate     equipment,     read technical information, and/or use a keyboard
• Occasionally required to lift/push/carry items less than 25 pounds/ up to 25 pounds/ up to 50 pounds/ more than 50 pounds

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.