Job Posting Contact Center Specialist

Customer Service Representative

Love meeting new people and want a job where you can truly make a difference?

How would you like to be our new Customer Service Representative?

Your Role

As a Customer Service Representative (CSR):

• You'll support customers who need help. Whether they call in for maintenance, or an emergency, you'll be the hero to let them know help is on the way!
• You'll educate customers. You're going to learn about some awesome products and services we have. You have an important role in getting this information to our customers so they can make informed decisions about things that could really help their homes!
• You'll process customer orders. When a customer needs service, you'll log details by using our tracking software for any orders and changes.
• You'll partner with other departments. Customer service is a team effort, and each department has its role. When we all work together, each customer gets the best experience possible!

Responsibilities

Other Highlights of the Job

• This is NOT your typical call center job. You do not have to read from a script. Just be YOU!
• We're open from 6am-midnight, 7 days a week, 365 days a year.
• HVAC and plumbing aren't just about comfort, they're about safety, too! When people call us for help with their homes, you'll be that first point of contact that lets them know they're in the right hands. You'll be making a huge difference in your community every day!

• Training will be conducted Monday to Friday from 8:00AM to 4:30PM
• Once you are out of training, we are hiring for the shifts 9:30AM-8:00PM, four days a week! You'll rotate weekends, so some weeks you'll work weekends, and some weeks you won't. You'll always know your schedule in advance!
• You'll make $19/HR during training and $20/HR once you are on your shift.

All About YOU

• You're great at making people feel comfortable! When something is wrong with your home, it's easy to get stressed out and scared. You've got a knack for showing empathy and taking the time to understand people when they need a listening ear.
• You're great at communication. Not only are you good at listening, but you know the right words to solve problems and make people feel good about it!
• You're a multitasking pro. You don't have to worry about being bored here. Things can get pretty exciting, and you're good at keeping up!

Ready to dive in?

Submit your application online today!

Qualifications

A little bit about US

• We want to see you grow! All employees can participate in personal development classes, and we encourage you to sign up to invest in yourself in and outside of work.
• Morris-Jenkins won Top Workplace year after year!!

The Super-Fun HR Stuff

Minimum Qualifications:

• At least one (1) year experience in customer service
• Excellent interpersonal & verbal and written communication skills
• Exceptional time management skills with the ability to organize and manage multiple tasks and screens at once
• Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
• Proficient skills in Microsoft Office applications including Word, Excel, Outlook, and Teams

• Keyboard typing proficiency a minimum of 50 WPM
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)

Preferred Qualifications:

• High school diploma or GED
• Prior sales experience
• Bilingual a plus!
• Service Titan Experience

Essential Job Functions per the ADA

Mental & Physical Demands and Work Environment: The characteristics described here are representative of those that must be met by a person to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions per the Americans with Disabilities Act (ADA). This job description is subject to change and does not restrict management's right to assign or reassign duties and responsibilities to this job at any time.

Physical Demands: Must be able to remain in a stationary position, over 90% of time for the duration of the entire shift. Be able to constantly operate a computer, phone, and other office equipment.

Mental Demands: Must be able to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, have the ability to communicate with customers, de-escalate calls, educate customers on products/services, and the ability to complete tasks quickly while simultaneously speaking with customers.

Work environment: While performing the duties of this job the noise level is usually moderate. Must maintain confidentiality with customer information.

• Rotational Weekend and some Holidays hours required, as needed
• Must have reliable attendance and flexible schedule availability

Morris-Jenkins is located in Charlotte, North Carolina. We proudly serve the following cities: Ballantyne, Belmont, Charlotte, Clover, Concord, Cornelius, Davidson, Denver, Fort Mill, Gastonia, Huntersville, Indian Trail, Kannapolis, Lake Norman, Matthews, Mint Hill, Monroe, Mooresville, Mount Holly, Pineville, Rock Hill, and Waxhaw. Charlotte is located in Mecklenburg County, but Morris-Jenkins also services Gaston county, Cabarrus county, Rowan county, Union county, Iredell county, and York county (South Carolina).

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. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.

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Ready to dive in? Submit your application online today!