Customer Service Representative
2 months ago
Our operating hours are Monday through Friday. Specific shifts will be discussed during the interview process.
Requirements:
Experience:
Minimum 1 year of experience in Customer Service and/or Dispatch
Education:
High school diploma or GED
Zeal : Demonstrate unwavering enthusiasm, positivity, and dedication towards achieving goals and exceeding expectations.
Communication skills:
Excel in all facets of communication, ensuring our mission and values are conveyed with clarity, effectiveness, and enthusiasm.
Action-oriented:
Proactive nature, taking initiative to address tasks promptly and effectively.
Problem-solving skills:
Swiftly identify and solve issues, adapting to unforeseen challenges with ease.
Attention to detail:
Keen eye for detail, ensuring accuracy and precision in all communication, documentation, and task execution.
Team player:
Collaborative mindset with the ability to work effectively within a team environment.
Computer proficiency:
Well-versed in using computer-based tools and software, including CRM systems, the Google suite, and other applications.
Background Check & Drug Test:
A clear background check and successful completion of a drug test are required.
Physical Presence:
Ability to work in the office full-time.
100% coverage of a standard Medical insurance plan
100% coverage of a standard Dental and Vision insurance plan
401k Plan (No matching)
Life Insurance
Employee Discount
Summary:
The Water Heater Company is seeking a dedicated Customer Service Representative to join our team. In this role, you will be responsible for answering all inbound phone calls, promptly tending to all communication channels, delivering exceptional customer service, and ensuring positive interactions with both clients and technicians. You will manage the Dispatch Board, utilizing your knowledge of schedule conditions, job content, and Technician expertise to schedule appointments and optimize productivity.
Main Tasks, Duties, and Responsibilities:
Client Experience:
Receive all inbound phone calls from Clients and book appointments based on urgency.
Maintain a high level of customer service to meet or exceed Company standards.
Promptly tend to all communication channels, including phone calls, emails, text messages, ServiceTitan Chat, and Google Chat.
Address all inbound leads and persistently attempt to contact and book appointments.
Correctly classify all inbound calls in ServiceTitan, adding notes and booking jobs as needed.
Ensure Client profiles, Service Locations, and jobs are accurately set up and entered into ServiceTitan.
Review job notes and client history to offer the best service possible.
Dispatch:
Proactively assess, review, and memorize the entire Dispatch Board.
Understand technician needs and job requirements to ensure proper coordination of appointments.
Manage the Dispatch Board, filling gaps in the schedule, staying current on Technician activity, and communicating necessary changes to Clients.
Receive all inbound phone calls from Technicians and Trainees, maintaining maximum efficiency.
Thoroughly pre-close jobs to expedite close-out calls with Technicians.
Utilize the Close Out Checklist to ensure all steps are complete in the final close-out process.
Assist and coordinate with the Warehouse Team to ensure Technicians have necessary parts and equipment.
Complete the permit pulling process for applicable jobs.
Accurately complete all daily forms.
Professional Development:
Conduct daily independent personal training.
Regularly review applicable Standard Operating Procedures (SOPs).
Monitor performance using the ServiceTitan Dashboard and ongoing communication with your direct manager.
Working Conditions:
Primarily indoors, seated at a desk in front of a computer in a climate-controlled and smoke-free environment.
Noise level in the work environment is usually low to moderate.
Value Drivers:
Maintain an individual Call Booking Percentage of 80% or above.
Adhere to the Call Booking Script.
Exceed client expectations to offer A+ service.
Closeout jobs accurately with all necessary information.
Keep the Dispatch Board updated with all necessary information.
Follow the Company’s Standard Operating Procedures consistently.
Continuously improve individual skill levels through training.
Maintain awareness of individual and company key performance indicators (KPIs).
Please Complete Fully
Upload Your Resume
Personal Information
First Name
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Last Name
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Phone
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Email
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Address
City
State
Postal code
Have you applied for a job with us in the past?
Yes
No
Do you currently have a valid Drivers License ?
Yes
No
Please select any of the following Driving Violation you have in the last 3 years. (select all that apply)
Driving while intoxicated or Under the Influence
Criminal Speeding-Speeding more than 20 mph over speed limit
Hit-and Run
Driving under suspended or revoked license
Reckless Driving
Speed Contest i.e. Drag Racing
Grand Theft Auto
Any other convictions that may prevent you from being insured?
3 or more speeding tickets in the last 3 years
None of the above
When Can You Start? (Month, Year)
Do you have a minimum of 1 year of experience in Customer Service?
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Yes
No
Work History - Employer 1
Employer 1 - Name
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Employer 1 - City, State
Employer 1 - Position Held
Reason For Leaving Employer 1
Employer 1 - Start Date (Month, Year)
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Employer 1 - End Date (Month, Year)
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Responsibilities at Employer 1
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Currently Working There
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Yes
No
May We Contact Employer 1 For Reference?
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Yes
No
Work History - Employer 2
Employer 2 - Name
Employer 2 - City, State
Employer 2 - Position Held
Reason for leaving Employer 2
Employer 2 - Start Date (Month, Year)
Employer 2 - End Date (Month, Year)
Responsibilities at Employer 2
May We Contact Employer 2 For Reference?
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Terms & Conditions
Disclaimer: By completing this form you give The Water Heater Company permission to contact you through email, phone, and text about current job openings.
I confirm that I want to receive emails, phone calls, and texts about current job openings from The Water Heater Company using the contact information I provide.
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