Customer Service Representative

Job Description

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

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