2nd Shift Customer Service Associate

CGC Home Services•Howell, MI

1d•Onsite

About The Position

We are a high-growth, high-performance plumbing and water treatment company with a relentless focus on serving and impacting our communities within the Southeast Michigan area. Our goal is to be the #1 Kinetico Water Treatment dealer and the largest plumbing company in our market. We are a three-time "TOP PLACES to Work" Company. To achieve this, we need top-tier team members who can dominate the field. This role owns the daily schedule, drives booking performance, and ensures a high-level customer experience from first call through job completion. Experience with ServiceTitan is strongly preferred, as this role requires hands-on management of the dispatch board. You are always improving and learning from others. You actively seek out mentorship, coaching, and new techniques to sharpen your edge. The Call center team is the "Heartbeat" of our operation and serves all departments and customers. The Call center representatives primary responsibility will act as a liaison, providing product and services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Requirements

Proven customer service experience
Strong phone contact handling
Booking sales appointments
Dispatch experience
Communication experience
Active listening skills
Solid computer/typing skills
Familiarity with MS Office
A heart to serve a variety of personalities and (potentially difficult) circumstances
Ability to multi-task
Ability to Prioritize
Manage time effectively
Willingness to go the extra mile when engaging customers
Excel in a high-performance environment without excuses. You challenge your peers, hold yourself accountable, and raise the bar every single day.
You are always improving and learning from others.
You actively seek out mentorship, coaching, and new techniques to sharpen your edge

Nice To Haves

Experience with ServiceTitan
Bilingual (Spanish)

Responsibilities

Manage incoming calls to identify, assess, and meet the diverse needs of our customers
Book sales appointments from leads coming from sources such as a phone call, internet, lists, etc
Dispatch and schedule
Keep accurate records of customer interactions
Follow established department procedures, guidelines, and policies
Serving our external and internal customers with urgency and grace
Track & Dominate Your Scorecard
Know your numbers. Live in your KPIs, because results matter as we drive this offering to our communities
Push others to be better. Support our teammates and help create a culture of continuous growth and leading
Responsible to close up the office