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Customer Service Representative
4 weeks ago
As a Customer Service Representative with Benjamin Franklin Plumbing of Dallas, TX, you will be responsible for providing exceptional customer service to new and existing customers over the phone and via email. Your goal will be to achieve a booking rate of 80% or higher. You will interact with customers and technicians, provide information about service offerings, and resolve customer complaints. Additional duties include conferencing with customers, checking records, and referring unresolved grievances to designated departments. You will also determine charges for requested services, quote trip charges, and arrange for billing or payment. This role requires a high level of attention to detail, excellent problem-solving skills, and the ability to work well in a team environment.
Responsibilities:
Interact with customers and technicians to provide information about service offerings and resolve customer complaints.
Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, and obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customer issues.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customer service complaints by referring and assigning tasks to appropriate point of contact for resolution.
Complete booking forms, prepare change of address records, and issue service order requests.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for requested services, quote trip charges, and arrange for billing or payment.
Contact customers to respond to inquiries and to notify when technicians are in route.
Solicit sales of new or additional services or product offerings.
Perform other duties as assigned by management.
Requirements:
High school diploma or general education degree (GED).
Previous call center or customer service experience preferred.
Ability to sit for extended periods of time and focus at close distances to computer monitor.
Ability to work with Microsoft Office (Word, Excel, and Outlook) and other company-provided software with minimal supervision.
Ability to work on desktop computers and phone system.
Ability to speak and communicate with others to convey information effectively.
Ability to apply critical thinking skills of logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Possess a service orientation by actively looking for ways to help people.
Work Environment:
This position will primarily work in a climate-controlled office and may encounter challenging client interactions on occasion.
Work Hours:
Forty (40) hours per week.
Compensation:
This is a full-time non-exempt position that is eligible for overtime with prior approval.
Benefits:
Eligibility for health, vision, and dental coverage, 401(k) plan, and flexible spending accounts, subject to plan terms.
Eligibility for benefits such as life insurance, short- and long-term disability, and long-term care, subject to applicable waiting periods.
Paid time off (PTO) earned on an accrual basis after 90 days of employment.
Company-paid holidays.
Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling, and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.
