Customer Service Representative

3 weeks ago

McKinney, Texas, United States Benjamin Franklin Plumbing Full time
Job Summary

As a Customer Service Representative at Benjamin Franklin Plumbing, you will be responsible for providing exceptional customer service to new and existing customers over the telephone and email. Your goal will be to achieve a booking rate of 80% or higher. You will be required to conduct happy incoming phone calls within 3 rings and outgoing phone calls within 15 minutes after a technician leaves the customer's home.

Key Responsibilities
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • 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 to the Task Manager for call back
  • Complete booking forms, prepare change of address records and issue service order requests using computers
  • Refer unresolved customer grievances to designated departments for further investigation
  • Determine charges for requested services, quote trip charges and arrange for billing
  • Contact customers to respond to inquiries or to notify them that the plumbers are in route
  • Solicit sales of new or additional services or product offerings
  • Review claim adjustments with dealers, examining parts claimed to be defective and approve or disapprove dealer claims
  • Recommend improvements in products, service, or membership to prevent future problems
Requirements
  • High school diploma or general education degree (GED)
  • One (1) year of previous call center, customer service, or dispatch experience preferred
  • Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
  • 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
  • Ability to persuade others to change their minds or behavior
Benefits
  • Eligibility for health, vision and dental coverage, 401(k) plan and flexible spending accounts, subject to plan terms
  • Eligibility for company-paid 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
  • Participate in the bonus plan
Compensation

$19.00 per hour

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