Customer Service Representative

Job Description

Job Description

Overview

Our Customer Service Reps, or CSR’s, work from our in-office call center delivering stellar customer service while handling inbound & outbound customer calls to schedule HVAC, Plumbing, & Water Treatment maintenance & service appointments. Additionally, CSR’s handle a variety of other calls such as payment and refund processing, billing updates, maintenance memberships, and other job related tasks as assigned. This is a metric-based position with fun added incentives! Plumbing & HVAC industry experience highly desirable. **Please note, this is an in-office position- we do not currently offer remote. Bilingual English-Spanish speaking is a plus!**

What's In It For Me?

• Competitive Pay! $17-19 per hour plus commission
• Excellent Schedules! We pride ourselves in not over-working the team and having no work shortage!
• Dedicated on-going training, support, and career growth! We focus on continued education through hands-on classroom & on-the-job trainings, one on one's, and small group trainings
• Paid Time Off, 6 Paid Holidays per year, PLUS get paid to take your birthday off! That's right! Take some time off with your family throughout the year, our teams deserve it!
• Generous benefits package including multiple options for Health, Vision, and Dental plans for you and your family to choose from, plus Short-Term and Long-Term Disability options & Company Paid Life Insurance
• 401K Retirement Plan with company match! Start contributing and earning that company match right away!
• Special Program Options: HSA, FSA, Free Employee Assistance Program, Legal Services, Identity Theft Protection, and more

Responsibilities

What Will I Do?

• Successfully handle high volume inbound & outbound customer service calls
• Respond to e-mail inquiries
• Expedite unresolved customer grievances to designated departments for further investigation
• Maintain accurate customer information and scheduled appointment details
• Actively promote and sell new or additional services or products when applicable
• Provide stellar customer service with a can-do attitude
• Successfully meet KPI performance metrics

Qualifications

Do I Have What it Takes?

• High School Diploma or GED preferred
• At least 1 year customer service call center experience, industry experience is a plus
• Intermediate computer proficiency particularly with Microsoft applications such as Outlook, Word, & Excel
• Experience using CRM systems- Service Titan & Dialpad experience is a plus
• Strong critical thinking skills and attention to detail
• Must be fluent in reading, writing and speaking English, Spanish is a plus
• Must be able to sit for long periods of time
• Must pass a pre-employment background check and drug screen

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.

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