Customer Care Representative

1 week ago

Rapid City, United States Loyal Plumbing Full time

About Our Company In 2012, the owners and their families started a plumbing business with the vision to provide quality service while helping others learn about the trade. Today, the company continues to lead the industry in Residential and Commercial New Construction and Service by providing a clean, quality service for the communities we help build. With the passion to teach others the trade and great people on our team, we continue to lead the industry and experience continuous growth. If you have a passion to provide quality service and have the desire to continue learning and advance in the trade, we have growth and leadership opportunities for you. We offer a full benefits package including health, vision, dental, retirement plan, and paid time off. Job Summary The Customer Care Representative (CCR) supports the day-to-day operations of the company and is the primary point of contact for customers. The CCR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCR will work diligently to solve the problem, to the customers satisfaction. As part of this responsibility, the CCR will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful CCR must have the ability to function as a part of a team and be able to think creatively and critically. Essential Duties and Responsibilities The essential functions include, but are not limited to the following: Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members' spirit. Making sure that the phone is answered timely and the approved company greeting is used each time. Notify client ahead of time if the technician, is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client's satisfaction. Assist with supervising and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction. Debrief technicians after each call and make sure they collected payment. Minimum Qualifications High school diploma/GED required Associate degree preferred but not required Self-starter, reliable, flexibility with hours Strong customer service skills Present and communicate professionally (written and verbal) Excellent interpersonal communication skills on a professional and technical level Able to work both independently and as part of a team Strong knowledge of Microsoft Excel, Word and Powerpoint Must be a critical thinker - Strong English composition skills Telephone etiquette and working knowledge of email systems Ability to develop tools that create efficiencies within department Bilingual a plus, not required Physical Demands: Climbing up and down stairs from time to time Moderate lifting may be required (15-20) pounds Ability to work more than 40 hours per work week and up to 12 hours per day Working Environment: Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity Dress code is business casual The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

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