Client Care Representative

Job Description

Job Description

Ensor Plumbing is looking for a customer service representative to join our team in our Hereford, Maryland office. The position is an important one within our company and is an in office employment position. The Client Service Representative is the first voice of Ensor Plumbing. It is an important responsibility as this is vital in maintaining our ability to establish, grow, and maintain our client base. Anyone performing in this capacity must have the ability to effectively communicate with field personnel as well as the client. This role is a cheerleader and the first voice of our company. We are looking for an upbeat and motivated individual.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Responsibilities:

• Perform computer functions with skill, efficiency and accuracy. Proficiency with Microsoft Excel, Word, Google, Emailing and more.
• Know the local area and be able to read a map
• Understand the schedule as it evolves throughout the day
• Prioritize calls
• Accurate documentation of proper forms related to technicians and calls
• Communicate call status to other employees and managers
• Perform outbound calls for re-occurring and maintenance services, scheduling calls, and long-term estimate lead opportunities, proposal/inspection, and all other outbound.
• Track Scoreboard Goal Requirements
• Help with event planning and party planning for company events and community events. 

Requirements

• Understand all service Ensor Plumbing performs to accurately book calls. 
• Follow call-taking script for Inbounding AND Out bounding Calls
• Know and understand the role and duties of the CCR and how it relates to dispatch
• Be able to cross train with Dispatch job requirements when necessary, following all customer call steps outlined in Mission
• Control in order to book and dispatch for profits
• Know and understand the type and the reason for various equipment that might be used on the service calls.
• Strong ability to multi-task
• Ability to get along with and work with other team members
• Ability to work well under stress
• Have an exceptional ability to understand the needs of the customer and technicians
• Handle unhappy clients and let the Administrative Manager know of any challenges
• Base understanding of marketing and ability to track calls, specials and other marketing leads along with social media creating, posting and tracking abilities.
• Excellent organizational skills

Working Conditions: 
Typically a 20-30-hour work week. Occasional overtime may be required to complete special projects and provide coverage for vacations.
Educational Requirements
High School Diploma or other equivalent
Drug/Alcohol Testing/Motor Vehicle Check
Is performed prior to employment and at random times during employment with no advanced knowledge.
Working Relationships
Position reports directly to the operations and administrative managers. Courtesy and respect are expected at all times towards ALL members of our team.
General
Ability to perform as a team player
Other duties as assigned by manager
Possibility to Work Remotely
Preferred office position but can work remote during inclement weather.
This Job Is Ideal for Someone Who Is:
Dependable -- more reliable than spontaneous
People-oriented -- enjoys interacting with people and working on group projects
Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
Detail-oriented -- would rather focus on the details of work than the bigger picture
Autonomous/Independent -- enjoys working with little direction
High-stress tolerance -- thrives in a high-pressure environment

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