What are the responsibilities and job description for the Call Center Representative position at Superior Plumbing Services Inc?
Superior Plumbing Services, Inc. is locally owned for over 37 years
- Seeking an experienced call center representative.
- We believe the best way to take care of our customers and maintain a great plumbing company is to hire the very BEST people.
What do we offer our employees?
- Plenty of work!
- Good compensation and time off with pay
- Drug Free Workplace
What are we looking for?
- First and foremost, we are looking for character. Integrity and honesty; dependability and faithfulness to one's word; an ability to take directives from one's superior, to follow instructions, and to receive correction; humility to admit when one has made a mistake and to do what is necessary to amend it; teamwork and cooperation; the ability to get along with people, even under pressure. These are the qualities we hire for. We know that in the long run, it is good character which will maintain (and increase) the health and strength of the company. Our objective is to hire people whom we can trust to do the right thing no matter what situation they are in.
- While hiring, we look for skill and competence. We are seeking applicants with the skills necessary to do their work with excellence. As a company, we are always striving for the next level of quality. That means that every employee must be geared towards continual personal development and improvement. Great communication skills are key to our interaction with our prospective customers.
Benefits
- Medical Insurance - after 60 days
- Dental Insurance - after 60 days
- Vision Insurance - after 60 days
- AFLAC - after 60 days
- Life Insurance - after 60 days
- FSA - after 60 days
- 401(k) - after 1 year
- PTO - Paid Time Off
- Gym Membership Reimbursement
About the Role:
The Call Center Representative plays a crucial role in the service plumbing industry by serving as the primary point of contact for customers. This position is responsible for managing incoming calls, engaging with our customers, showing empathy for their concerns, addressing inquiries, and providing information about our services. The representative will ensure that all customer interactions are handled professionally and efficiently, contributing to overall customer satisfaction and retention. Additionally, this role involves documenting customer interactions and feedback to help improve service delivery and operational processes. As well as, making outbound sales calls to the un-booked customers in our system. Ultimately, the Call Center Representative helps to foster strong relationships with clients, ensuring that their needs are met and expectations exceeded.
Minimum Qualifications:
- High school diploma or equivalent.
- Proven experience in a call center role.
- Strong verbal communication skills and a friendly demeanor.
Preferred Qualifications:
- Experience in sales/call center/dispatch preferably in plumbing industry
- Experience in responding to emails, chats and scheduling appointments
- Familiarity with customer relationship management software, preferably Service Titan
Responsibilities:
- Answer incoming calls and respond to customer inquiries regarding services, inquiries and concerns in a clear, efficient, professional manner.
- Document customer interactions and maintain accurate records in the customer relationship management system.
- Provide timely and accurate information to clients, ensuring that all questions and concerns are addressed effectively.
- Collaborate with other team members to relay important information and updates to clients.
- Assist in resolving customer complaints and issues, escalating them to the appropriate department when necessary.
Skills:
The required skills for this role include strong communication abilities, which are essential for effectively interacting with clients and addressing their needs. Call center representative skills are utilized daily to ensure that each caller feels valued and understood, fostering a positive experience. Organizational skills are important for managing multiple inquiries and maintaining accurate records. Problem-solving skills come into play when addressing customer complaints, allowing the representative to find effective solutions quickly. Preferred skills, such as knowledge of the plumbing industry, enhance the representative's ability to provide relevant information and build credibility with clients.
Pay Range: Begins at 17.00 per hr *Experience will be taken into consideration
Schedule: Mon-Fri 6:30 am – 7:00 pm
Sat 6:30 am -6:00 pm
Occasional Sundays & Holidays
