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Csr - Customer Service Representative Electrical/plumbing Co. πŸ”₯


We are looking for a friendly, experienced and motivated customer-oriented customer service representative to answer inbound calls and provide product/services information, schedule appointments. follow up with clients and resolve any problems that our customer might face with empathy and efficiency.

This person may be responsible for making outbound calls to follow up on estimates as well as customer satisfaction follow up calls.

The ideal candidate will have customer service experience, excellent phone and writing skills and the ability to work with and learn our software program.

The goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. The expectation is that calls and inquiries will be responded to in a very prompt manner. The location can be flexible and will likely be from home after initial training, but the ability to monitor and respond to inquiries quickly is very important. Hours may vary and can be somewhat flexible.

Responsibilities include but are not limited to:

Customer Service –

Answer incoming calls, accurately deliver call scripts, be clear compelling and personable

  • Be professional and establish customer rapport, and represent the company in a positive manner
  • Schedule service calls for our electricians and plumbers
  • Complete happy calls for each service and job performed
  • Follow up on customer estimates within 48 hours
  • Maintain accurate customer records and keep the customer data base updated
  • Always collect accurate customer information every call and enter into our CRM software(Service Titan)
  • Identify and assess customers’ needs to achieve satisfaction
  • Provide accurate, valid and complete information with detailed notes and descriptions
  • Meet personal/customer service team sales targets and call handling targets
  • Handle customer complaints, provide appropriate solutions and alternatives
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to provide outstanding customer service

After Hours and Weekends if applicable

  • Monitor and respond to leads, phone messages and emails promptly. (5-10 minutes)
  • Enter any calls that are booked after hours into Service Titan
  • Return customer calls as needed
  • Follow up with open estimates
  • Perform outbound calls to proactively fill the calendar if there are unfilled openings
  • Correspond with customers via phone, email and chat to get them on the schedule

Tracking and Reporting:

  • Maintain and update customer database with complete and accurate information at every point of contact

Skills

  • Proven customer support experience or experience as a client service representative
  • Track record of achieving goals
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent verbal and written communication skills. Proper spelling, punctuation and grammar
  • Ability to multi-task, prioritize, and manage time effectively
  • Teamwork mentality

Job Type: Full-time

Pay: $13.00 - $16.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
  • Work from home

Schedule:

  • 8 hour shift
  • Monday to Friday

Supplemental Pay:

  • Bonus pay

COVID-19 considerations:
At this time our office staff is working from home. We may need to conduct some initial training in our office in Kearny Mesa (optional)

Experience:

  • Customer Service: 1 year (Required)

Work Location:

  • Fully Remote

Communication method(s) used:

  • Email
  • Phone
  • Chat

Company's website:

  • www.pointlomaelectric.com

Company's Facebook page:

  • https://www.facebook.com/SanDiegoElectrician/

Benefit Conditions:

  • Waiting period may apply
  • Only full-time employees eligible

Work Remotely:

  • Temporarily due to COVID-19

COVID-19 Precaution(s):

  • Remote interview process
  • Personal protective equipment provided or required
  • Temperature screenings
  • Social distancing guidelines in place
  • Virtual meetings
  • Sanitizing, disinfecting, or cleaning procedures in place

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