Customer Care Representative

Customer Care Representative
Are you looking for a company with a team that truly values you and your skills? Great job stability? If so, we're looking for you too. Join the team at Metro-Flow Plumbing, where we've been servicing Dallas homes since 1989!

Why Work With Us
At Metro-Flow Plumbing, we aren't simply trying to fill a position on our team, we want to employ professionals who are passionate about being here and want to make a difference! You see, at Metro-Flow, our mission is to provide our clients with exceptional team members - that's YOU! - to perform superior work and service, and to build strong relationships through 100% customer satisfaction. Our core values are honesty, commitment, and dependability. These values have kept Metro-Flow Plumbing in business for over 30 years. Does that resonate with you? If so, come join our team of experts! We need you.
Location: Dallas, Texas

What We Offer:

• $17.75-19/hour
• Medical, Dental, & Vision Insurance
• 401K + Company Match
• Paid Time Off + Holidays
• Short-Term Disability & Life Insurance
• Positive, Professional, & Fun Team Atmosphere
• On-going Training
• Advancement Opportunities

Job Summary
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.

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.

Minimum Qualifications

• High school diploma/GED required
• Associate degree preferred but not required
• Self-starter, reliable, flexibility with hours
• Strong customer service skills
• Present and communicate professionally (written and verbal)
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel, Word and Powerpoint
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within department
• Bilingual a plus, not required

Equal opportunity employer.