Client Care Rep/dispatcher

2 weeks ago

Palm Springs, United States 23 12 Hour Home Services INC. Full time

After working for two years at a prominent local plumbing company, the founding owner Kelly Russum, saw an opportunity with the lack of quality other plumbers in the area were providing. He felt that clients deserve more, so he decided to venture out on his own with what is now known as KC’s 23 1/2 Hour Plumbing & Air Conditioning. Opening its doors in 1980, the plumbing company quickly became the go-to plumber for countless residents and businesses throughout Palm Springs, Indio, Palm Desert, and beyond. Our mission is simple, and that is to do right by clients. We strive to be the service team you can rely on when it comes to fast, efficient plumbing & air conditioning services with outstanding client care. We have an progressive growth plan and intend to add additional services as we move into new chapters and will need individuals capable of adapting and leading with solutions. Problem solving will be a key skill set of this position and having the ability to defuse and create win/win outcomes is what will be expected if you intend on long term growth. You will have the resources and support to do so. We have a full time Life coach on staff to build and drive culture both personally and within the business.

**Benefits**
- No Afterhours dispatching
- Full time Life Coach
- Health Insurance
- Paid Time Off
- Dental Insurance
- 401(k) matching
- Vision Insurance
- Bonuses
- Flexible Scheduling
- Paid Holidays
- Growth Training & Mentorship

**Responsibilities**
- Respond to incoming customer calls with courtesy, offering appointment windows and requested lead times.
- Follows Customer Care “Call Script” for quality and efficient responses to customers.
- Maintain required daily call counts to meet daily, weekly and monthly quotas.
- Maintain complete, accurate and updated information in the customer database.
- Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
- Perform administrative duties to assist with the overall efficiency of the operation.
- Provide assistance to other members of the Customer Care team to achieve department and company goals.
- Coordinate and maintain on call schedules for technicians and after hours procedures.
- Social Media posting.
- Address all concerns, questions and problems from customers and technicians. Utilize clear communication to manage conflict resolution.
- Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
- Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
- Dispatch technicians to service calls and maintain technician schedules.
- Maintain a courteous demeanor with customers and associates at all times.
- Maintain a professional image at all times by wearing company approved apparel.
- Abide by all standards of performance and ethics.
- Follow all safety policies and procedures.
- Perform other duties as assigned.

**Qualifications**
- Prior call center and dispatching experience preferred.
- Basic computer skills including Word, Excel, and any other software (ServiceTitan).
- Attention to detail and follow-through.
- Ability to perform multiple tasks in a fast-paced environment
- Exceptional interpersonal and communication skills both written and verbal.
- Function in a team environment.
- Geographical knowledge of service area and/or map reading skills.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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