Customer Service Representative

Mr. Rooter Plumbing of Salem•Salem, OR

18h

About The Position

As a Customer Service Representative, you are a key member in upholding our service philosophy to provide the highest level of customer service as well as maintaining proficiency with the daily schedule of our technicians. You are responsible for scheduling service calls and managing and monitoring the daily service schedule to meet customer & company requirements. Exemplifying our code of values, you show respect and courtesy to all customers and employees. If this position is for you, you are self-motivated, energetic, and enjoy helping people. You are driven to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day day-to-day basis.

Requirements

Inbound and outbound call taking experience is required
Dispatching experience a plus
A minimum of 18 years old with a high school diploma or GED.
Reliability / Good Attendance
Strong work ethic, activity level, initiative and integrity
Positive attitude
Must be able to work days, nights, and weekends when needed to cover shifts.
Think quickly and handle fast-paced situations
Be able to multi-task while completing the tasks at hand efficiently and correctly
Pay attention to detail
Answer a multi-line phone system with a smile in your voice
Schedule appointments for our customers in our dispatching software

Responsibilities

Receive incoming calls in a professional and courteous manner
Prioritize and coordinate the scheduling of services
Coordinate delays in the schedule with customers and service technicians
Use customer development techniques to solicit work through phone, email, mail and personal customer contacts
Perform other duties as needed which may include cross-training in related positions
Schedule technicians to jobs based on customer issue, tech specialty and geographic efficiencies
Manage and Monitor Technicians via GPS software
Assist and provide support for Service Technicians
Obtain permits and other necessary documents required based on job specifications
Enter customer data in the computer
Answer a high volume of incoming calls
Deliver call scripts with an authentic cadence; be clear, compelling and personable
Respond to customer requests, resolving issues and promoting the brand
Be professional and establish customer rapport, encouraging repeat business
Must be able to show empathy in needed situations, Customer focus, Problem solving/analysis-, time management, and Communication.