Commercial Success Specialist

We are looking for a Commercial Success Specialist who will have the opportunity to improve the experience of our commercial customers by providing high-level service. The Commercial Success Specialist plays a crucial role in ensuring a high level of service through attention to detail, strong communication, and accuracy of data entry with our software platform. This position assumes full responsibility for maintaining each commercial job from start to finish to ensure the department meets the needs of our customers.

The ideal candidate for this role wants to grow their knowledge in the Plumbing Industry and embark on a career with a company that regularly shows commitment to professional and personal development.

Keep reading IF:

YOU ARE A POSITIVE TEAM PLAYER AND EXCELLENT COMMUNICATOR with the ability to ask the right digging questions to get information and keywords to appropriately book a job and are flexible and eager to help customers and colleagues with a natural caring attitude toward others.

YOU PRACTICE EMPATHY IN EVERY SITUATION and can identify with the emotions and perspectives of others, listen actively to concerns, and respond with genuine care, while being able to talk to people from different backgrounds to find common ground.

YOU ARE A MULTI-TASKER WITH QUICK PROBLEM-SOLVING SKILLS who adjust to changes throughout the day with ease by switching gears quickly, while having the awareness of knowing when to reach out to leadership with questions when needed.

ESSENTIAL DUTIES MAY INCLUDE:

Within the first 30 days and ongoing:

• Learns RotoCo, LLC’s mission, core values, services, and operational procedures.

• Shows a willingness to grow with the company, incorporating the company’s vision to deliver outstanding customer service to our commercial customers by completing necessary training, role-plays, etc.

• Within 1-2 weeks, the agent will train with a Lead on all platforms needed to navigate accounts and utilize Dialpad to take inbound calls. A Lead will provide examples of calls and roll play before the agent takes a live call. Once the initial training is complete the CSS will continue training with a Commercial Lead on all aspects of the commercial department.

• By 30 days, demonstrates the ability to confidently answer inbound customer calls partnering with the Commercial Lead to do a one on one on progress and/or coaching.

3 months and ongoing:

• The CSS will learn how to take a commercial call from start to finish. Applying appropriate account notes, confirming spelling and punctuation on customer accounts are accurate, adding Tags as needed.

• Avoid creating duplicate accounts by verifying customers’ information including billing address and or locations.

• Attending to all emails which will include the service request email, invoice email and rotodocs email. Correspondence must be made in a timely manner including but not limited to booking the work orders as they come in throughout the day, responding to customer requests and receiving documents to establish billing accounts and updating customer records.

• Includes attaching the PO’s and signature required work orders to a scheduled job.

• Communication with branch managers and or project managers regarding sold estimates and current status of billing accounts and or assistance in establishing accounts.

• Email billing applications for new and existing commercial accounts not set up for Net 30 billing. Including W9’s, COI’s and/or additional required information.

• Demonstrates the ability to use conflict resolution when dealing with frustrated customers who call in with questions or complaints, and connects them with the correct team member for escalated customer issues, inquiries, complaints, etc.

6-12 months and ongoing:

• Scheduled commercial recurring monthly maintenances for assigned branches by coordinating with customers via phone/email. Following notes and special instructions the technician may need to adhere to at the time of service.

• Collaborate with branch managers on pumpers/techs availability when scheduling maintenances.

• Train in Portal Accounts reviewing work order status and service requests. Assisting the AR department in finalizing invoices for payment.

• Shows continual improvement to provide dependable, reliable, and efficient service to customers and internal team members.

• Identifies areas for personal growth and development, collaborates well with Call Center Management, Dispatch, CSRs, Branch Managers alike.

EDUCATION, SKILLS & EXPERIENCE:

✔ 1 years’ experience in a call center environment preferred

✔ 1 years in customer service or related industry preferred

✔ High School Diploma or GED equivalent required

✔ Plumbing industry experience a plus

✔ Possess strong conflict resolution skills required

✔ Excellent written and verbal communication skills required

✔ Demonstrated proficiency in Microsoft Suite and teams preferred

✔ Experience dispatching/scheduling trade personnel a plus

✔ Ability to type a minimum 50 WPM preferred

✔ Bilingual a plus

✔ Ability to pass a drug screen and background check required

✔ Ability to sit for extended periods of time in a call center setting with a high tolerance for heavy phone work required

✔ Flexibility to work additional hours and/or days that deviate from regular work schedules required

WHO WE ARE:

With nearly 50 years of providing dependable and best-in-class residential plumbing services, RotoCo, LLC is an industry icon. With nearly $100 million in sales RotoCo, LLC has a rapidly growing service area that currently spans from North San Diego County to Sacramento County. We pride ourselves on being part of the Roto-Rooter national brand and still staying true to our family-owned business values.

RotoCo, LLC is the largest Roto-Rooter Plumbing franchise in the nation--an industry icon. We pride ourselves in the opportunities we provide for our employees: Being a hero - We solve big problems every day helping people in crisis. Career ladder - We offer structured development and new opportunities for promotion that are unparalleled in our industry. Job portability - We have dispersed locations throughout the US and provide relocation opportunities as life evolves.

COMPENSATION & COMPANY BENEFITS INCLUDE:

Compensation $20 per hour based on skills and experience level

Benefits begin on day 90 and include:

Well-Being: Paid vacation (accrued), Paid training, Sick days (40 hours)

Health: Medical/ Dental/ Vision

Future: 401k/ Competitive Bonuses/ Flexible Spending/ Life Insurance

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Location:

• Murrieta, CA 92562 (Required)

Ability to Commute:

• Murrieta, CA 92562 (Required)

Ability to Relocate:

• Murrieta, CA 92562: Relocate before starting work (Required)

Work Location: In person

Salary : $20