Customer Service Representative : Join a TEAM that Values YOU: 3 Reasons Why You’ll Want to Work for us TODAY!
We are looking for applicants to be highly motivated; love to be part of a team, but work well individually; welcome learning new things; enjoy interacting with people; and be ready for a new challenge every single day…
3 Reasons You’ll LOVE Working for Us…
1. Our employees must win! We realize that the only way to have happy customers is to have a happy team of people serving them! We do everything imaginable to support our people, lift them up to make them better, and ensure that they’re successful. And for doing a great job, they receive tremendous financial rewards—as well as incredible career satisfaction. This is a workplace you’ll enjoy being a part of.
2. Our customers must win! We do everything imaginable to ensure that our customers are 100% satisfied and absolutely love our services. If they don’t, we do whatever is necessary to make them wildly happy they did business with us—so much so that they insist on telling their friends and family!
3. Our company must win! We believe if we’ve done absolutely everything possible to make sure our customers win and our employees win, we will naturally win. And we must win—and be financially successful—to help more customers and provide more opportunity for our employees and their families.
Job Summary
The CCR/Dispatcher supports the day-to-day operations of the company and is the primary point of contact for customers. The CCR/D answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCR/D will work diligently to solve the problem, to the customers satisfaction. A CCR/D will also assist by efficiently scheduling and dispatching technicians to calls. This role requires the dispatcher to think critically to ensure they are dispatching the best fit technician for the call. As part of this responsibility, the CCR/D will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful CCR/D must have the ability to function as a part of a team and be able to think creatively and critically.
Essential Duties and Responsibilities
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.
- Obey company Code of Ethics and the Team Rules
Requirements:
· 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
Qualities and Characteristics
- Multi-Task-Oriented
- Friendly Phone Voice
- Detail-Oriented
- Organized
- Computer Literate
- Self-Starter
- Speed and Precision on Data Entry
- Can Work with a Team or independently
Working Environment:
- Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
- Service center environment with moderate noise level due to representatives talking, computers, printers, and floor activity
- Dress code is business casual
Schedule: Tuesday- Saturday (subject to change)
Tuesday - Saturday: Normal Business Hours 8:30-5 pm (subject to change)
Job Types: Full-time, Part-time
Pay: $22.00 - $26.00 per hour
Expected hours: 40 per week
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to commute/relocate:
- Morgan Hill, CA 95037: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 3 years (Preferred)
- Call center: 1 year (Required)
Work Location: In person