Customer Service Representative

Job Description

Job Description

American Leak Detection leads the industry in non-invasive, accurate leak detection. We back our services with over 40 years of experience and comprehensively train our technicians in leak detection. From leak detection in your home, business, or municipal plumbing lines to mainline water leak detection, we have the tools to tackle the projects our customers present to us.

Position:

We are looking for a self-starter customer service representative who will have a high level of customer service & sales follow-up experience. In addition to fielding incoming calls from potential clients, the candidate will be responsible for the efficient and effective service and sales support of technician’s daily field activities and provide a high level of technician satisfaction with dispatch efficiency. Position qualifies the candidate for Medical, Dental, and Vision benefits.

Job Description:

• Provide external and internal calls at a timely and accurate level while meeting or exceeding call center operational metrics.
• Schedule customers with the correct technician(s) and create work orders and other documentation as needed.
• Maintain a superior level of genuine caring and empathetic customer service throughout all interactions. Anticipate customer needs and take action.
• Work as a team to support one another through flexibility, collaboration, creating a positive work environment, consistently maintaining professionalism and integrity, actively taking steps to foster high morale, and demonstrating a dedication to excellence.
• Demonstrates a high level of productivity at all times and takes initiative during downtime to complete other office duties needed.
• Efficient and effective management of technician’s daily field activities
• Efficient routing of jobs for technicians in the field
• High level of technician satisfaction with dispatch efficiency
• High level of customer service & sales follow-up
• Perform other tasks requested of management.

Essential Duties, Responsibilities, and Requirements include the following (Other duties may be assigned)

• Develop and manage daily, weekly, and monthly work schedules for technicians
• Develop and publish daily work schedule
• Dispatch techs in the most efficient and effective manner possible during the day
• Coordinate repair requests and follow up between techs and clients
• Provide Billing with completed work orders ready to invoice
• Present a courteous and professional image to the customers
• Follow up with continuous, timely, and accurate information
• Provide daily status reports and follow-up on open items
• Service Billing
• Prepare all outgoing service invoices using an online billing system on a timely basis.
• Reconcile and resolve conflicting information prior to billing.
• Produce weekly reports that summarize work order status including items pending invoice, incomplete, waiting, repairs, etc.
• PM Contract Administration
• Update and maintain site profiles
• Maintain equipment inventory

Education Required: High school diploma

Experience Required: 1-2 years of customer service experience.

Skills and Abilities Required:

• Excellent customer service and telephone skills
• Excellent written and oral communication skills
• Basic to moderate skills with Microsoft Excel, Google Sheets, and other software applications
• Have a high level of attention to detail
• Ability to multitask and prioritize
• Work under pressure
• Perform in a call center environment utilizing telephony-related production tools
• An appetite for continuously learning new skills

$17-20 an hour, the hourly wage will depend on skills and/or qualifications

Job Type: Full-time