To assist in achievement of the company's strategic objective and annual goals through the delivery of exceptional service and support reflective of Todaro Plumbing's vision, mission, purpose, and values.
Responsibilities:
- Create a positive customer experience.
- Answer inbound calls with customers and address customer concerns
- Booking calls utilizing capacity planning and smart dispatch
- Make booking GLSA/PPC calls a priority, using waived dispatch fees or other avenues needed to book the call
- Make outbound calls as needed to reach the daily call count
- Call booking rate to be at 90% or higher, when training concludes
- Demonstrates customer care expertise and maintains high degree of credibility.
- Utilize customer relationship management software to book calls and keep customer information up to date
- Assist with booking Todaro Plumbing's Membership tune-ups
- Attend team meetings per supervisor or management’s direction
- Escalate customer issues to CSR Manager or Internal Operations Manager, if it cannot be handled by Customer Service Representative
- Maintain a positive atmosphere in the office and with other employees
- Prepare financing paperwork and collect payments.
- Participate in all company sponsored training classes.
- Abide by all standards of performance and ethics.
- Follow all safety policies and procedures.
- Perform other duties as assigned.
Position Requirements:
- Minimum of 3 years customer service experience, preferably in the industry.
- A high school Diploma or GED
- Knowledge of Microsoft word, outlook, excel required
- Must maintain professional demeanor
- Proven Customer support experience or experience as a customer service representative
- Strong phone contact handling skills and active listening
- Ability to multitask, prioritize and manage time effectively.
Purpose- Create a Positive Customer Experience:
- Support customers on the phone, during and after the job has been completed
- Maintain a courteous tone with customers
- Remember that customers are the lifeline of our company and always go above and beyond to meet their needs
- Using compassion, empathy, and positive language to resolve customer conflicts and maintain customer retention
- Identify core issues between customers and the company
Company Benefit Package:
- 100% Paid Health, Dental and Vision Plan
- Paid Holidays
- Paid Time Off (Vacation, Sick Days, Personal Days)
- Technical Training Programs
- Incentive Compensation Programs
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