Overview
The CCR supports the day-to-day operations of the company and is the primary point of contact for customers. The CCR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCR will work diligently to solve the problem, to the customers satisfaction. As part of this responsibility, the CCR will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful CCR must have the ability to function as a part of a team and be able to think creatively and critically.
Responsibilities
- The essential functions include, but are not limited to the following:
- Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members’ spirit.
- Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
- Notify client ahead of time if the technician/plumber/comfort advisor, is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
- Making sure that Club Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
- Assist with supervising and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
- Debrief technicians after each call and make sure they collected payment.
- Obey company Code of Ethics and the Team Rules
Qualifications
- Previous experience in customer service or call center environments is preferred.
- Bilingual are a significant advantage, particularly in English and Spanish.
- Strong computer skills with proficiency in Microsoft Office applications.
- Excellent communication skills, both verbal and written, with a focus on customer support.
- Strong typing skills for efficient data entry tasks.
- Proven analysis skills to assess customer needs and provide tailored solutions.
- A positive attitude, strong work ethic, and the ability to thrive in a fast-paced environment. Join us as we strive to provide exceptional service to our customers while fostering a supportive work environment for our team!
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Language:
Work Location: In person
