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Customer Service Representative

1 month ago

Sylva, North Carolina, United States Ward Plumbing, Heating, and Air Full time

Customer Service Representative

At Ward Plumbing, Heating, and Air, we are committed to delivering exceptional customer service that exceeds our customers' expectations. As a Customer Service Representative, you will be the first point of contact for our customers, providing them with a positive and professional experience. Your primary responsibility will be to respond to incoming customer calls and requests with courtesy, offering appointment windows and requested lead times. You will also engage in outbound calling to secure the appropriate number of scheduled calls and club memberships required for a successful service operation.

Key Responsibilities:

  • Respond to incoming customer calls and requests with courtesy
  • Offer appointment windows and requested lead times
  • Engage in outbound calling to secure scheduled calls and club memberships
  • Maintain required daily call counts to meet daily, weekly, and monthly quotas
  • Maintain complete, accurate, and updated information in the customer database
  • Ensure club memberships are renewed and preventative maintenance appointments are scheduled for technicians
  • 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
  • Aid other members of the Customer Care team to achieve department and company goals
  • 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
  • Participate in all company-sponsored training classes
  • Maintain a courteous demeanor with customers and associates
  • Maintain a professional image by wearing company-approved apparel
  • Abide by all standards of performance and ethics
  • Follow all safety policies and procedures
  • Perform other duties as assigned

Company Offers:
  • Competitive hourly pay + monthly bonus
  • Performance bonus
  • 100% company-paid medical plan
  • Company retirement plan
  • Paid holidays and paid time off
  • Opportunities for career advancement