What are the responsibilities and job description for the Customer Service Representative position at Team Bob's Heating, Cooling, Plumbing?
We are in search of a dynamic and motivated experienced Customer Service Representative to join our team! If you're an excellent communicator, have a positive attitude and love to work as a Team, we’d love to have you onboard! The perfect fit for this position is for those that love to help people, have a keen eye for scheduling and are fulfilled facilitating a Team. Multi-tasking is a must. There is great growth potential in the organization and department!
About Team Bob's : For over 40 years, Team Bob's has been a trusted provider of heating, cooling, and plumbing services to the Traverse City and surrounding areas. Recognized as the #1 HVAC and Plumbing company in Traverse City in 2023, we've earned our reputation as local industry leaders. At Team Bob's, we pride ourselves on not just being a company, but a close-knit family with a strong commitment to exceptional customer service, integrity, and a supportive work culture. Joining our team means joining a family that will champion your career growth. We're known for our outstanding company culture, positive work environment, and collaborative team mentality, consistently earning recognition as a top employer by the Better Business Bureau and the Record Eagle.
At Team Bob’s, we know that our talented team is what allows us to keep growing and raising the bar, and it is important that our team thrives. That is why we offer a generous benefits package , the opportunity for advancement and promotions , and a healthy work / life balance so our employees can have time to spend with their families and loved ones. Discover why our employees love being part of Team Bob's!
Pay : Top Pay for Top Talent
Compensation : Compensation will depend on experience and will increase with skills and continued experience and dedication. We are committed to providing the training and tools required to succeed!
Hours : 7 : 30am - 4 : 30pm, Monday to Friday in office, not remote
Position Summary :
Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times.
Key Responsibilities :
- Customer Support and Feedback : Answer incoming phone calls, address customer questions, and assist in sending customers links to review pages and perform other related duties as assigned.
- Service Appointment Dispatching : Collaborate with the Lead Service Dispatcher to review appointment availability and schedule service appointments efficiently.
- Customer Engagement : Conduct outbound calls to customers, with a focus on scheduling regular maintenance plan appointments, following up on recommended work from service orders, and responding to customer inquiries promptly and professionally.
- Call Tracking and Reporting : Maintain a detailed call log to track daily calling efforts and achievements, and provide regular updates to the Lead Service Dispatcher.
- Lead Qualification and Data Management : Utilize probing questions to gather essential information from potential customers, qualify leads to determine their level of interest and buying readiness, and create necessary reports to track appointment and lead data accurately.
- Valid driver’s license and insurable driving record.
- Professional phone etiquette.
- Energetic personality.
- Strong verbal and written communication skills.
- Excellent interpersonal skills.
- Exceptional organization and attention to detail.
- Proficiency with Email and Microsoft Office software.
- 1-2 years customer service or inside sales experience preferred. Benefits :
- 401(k)
- Company Paid Medical Insurance
- Life Insurance
- Vision Insurance
- Dental Insurance
- Paid Time Off
- Paid Holidays
- Paid Training
- Employee Assistance Program
- Company Logo Wear Supplied
- Access to On-Site Employee Gym
- Wellness Reimbursement
- Employee Discounts
Required Qualifications :
Apply Now : Join Team Bob's today and become part of a family that cares about your success and invests in your growth!
Salary : $21 - $24
