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Client Support Specialist

2 months ago

Edmond, Oklahoma, United States Hi-Tech Plumbing Corp Full time

Position Overview:

Customer Service Representative

Are you seeking a role that offers both stability and avenues for professional advancement? Do you thrive in a close-knit business atmosphere while benefiting from the resources and support of a well-established network? If you possess exceptional customer service abilities and are eager to contribute to a vital industry, this opportunity is for you.

Role Summary:

In this position, you will handle incoming calls from both current and prospective clients. Your expertise and training will be essential in scheduling appointments with the appropriate technician, ensuring a seamless experience for both the customer and the company. Your empathetic approach will help convey the significance of each customer's concerns, allowing you to effectively address their needs. Additionally, you will inform clients about our service offerings, including membership options.

Your responsibilities will also include making outbound calls to existing clients, keeping them informed about upcoming appointments, promotions, and new opportunities, as well as assisting them in setting up appointments for membership plans.

Comprehensive training will be provided to equip you with the necessary business knowledge, processes, and communication techniques to excel in this role. You will be accountable for meeting customer service performance metrics, including quality interactions and appointment bookings. Your team leader will offer ongoing coaching and support to ensure your success.

To thrive in this role, you will need to bring your experience, strong customer service skills, and a competitive spirit to drive new bookings, memberships, and customer satisfaction.

Key Responsibilities:

  • Handle incoming calls from new and existing clients to address inquiries and resolve issues.
  • Make outbound calls as necessary to optimize technician schedules.
  • Schedule appointments for the appropriate technician at suitable times for both the client and the company, effectively managing objections.
  • Deliver an exceptional phone experience during customer interactions.
  • Resolve and de-escalate customer concerns with professionalism.
  • Educate clients on the benefits of membership plans and assist them in enrollment.
  • Achieve monthly customer service key performance indicators.

Qualifications:

  • High school diploma or equivalent.
  • Minimum of 2 years of customer service experience, preferably in a call center environment.
  • Familiarity with Service Titan is advantageous but not mandatory.
  • Experience in HVAC, plumbing, or electrical trades is a plus but not a disqualifier.
  • Excellent written and verbal communication skills.
  • Proven ability to de-escalate situations, overcome objections, and multitask effectively.
  • Willingness to learn and grow within the company.
  • Ability to work independently and collaboratively in team settings.
  • Reliable transportation is required.

Compensation and Benefits:

  • Hourly wage ranging from $14 to $20, based on experience.
  • A comprehensive benefits package, including medical, dental, life, and vision insurance.
  • 401(k) plan with an excellent matching contribution, up to 4%.
  • An opportunity to make a meaningful impact within the organization.

We are an Equal Opportunity Employer.