Customer Service Representative

Job Description

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

E04JI802l202406wr6e

Full-time