What are the responsibilities and job description for the Customer Service Representative position at Benjamin Franklin Plumbing?
Benefits:
- 401(k)
- Bonus based on performance
- Competitive salary
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
Benefits/Perks
- Competitive Compensation
- Paid Time Off
- Career Growth Opportunities
- 401K
Job Summary
We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure.
Responsibilities
- Maintains the scripting required and provided by the franchise system for quality and efficient interactions with the inbound client base.
- Offers appointment windows, ancillary products and services that contribute to achieving the call center sales quota – daily, weekly, monthly.
- Engages in outbound calling activities to secure the
appropriate amount number of calls required for a successful service operation. - Maintains customer database, ensuring complete, accurate, and updated entry of information.
- Participates in ensuring the agreement bases is renewed and scheduled for the technicians.
- Responds to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing, and general inquiries.
- Enters service calls, schedules calls, and generates call debriefing with technicians daily.
- Follows up and schedules preventive maintenance service appointments.
- At the request of the Call Center Manager, may be required to perform administrative duties to assist with the overall efficiency of the operation.
- Reviews completed service work orders for accuracy. Participates in all company sponsored training classes.
- Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
- Always maintains a professional image by:
- Following safety policies and procedures.
- Abiding by ALL standards of performance and code of ethics.
- Maintaining a courteous demeanor with all customers and associates.
Suggested/Required Knowledge, Skills, and Abilities
- Minimum 2 years of experience in customer service experience.
- Geographical knowledge of service area and/or GPS/map reading skills.
- Advanced communication and customer service skills.
- Experience in using Microsoft Word and Excel. Ability to pass background check and drug screen.
Suggested Educational/Certification Requirements
- GED or High School Diploma
Suggested Physical Requirements
- Ability to operate a personal computer and related equipment.
- Ability to sit for long prolonged periods of time.
- Must have enough auditory functioning and visual acuity to operate computer-aided call management hardware, software, and communications equipment.
- Ability to work under stressful conditions and maybe exposed to verbal and/or physical
Salary : $20 - $25