Customer Service Representative

Customer Service Representative  

Can you have stability and opportunities for career growth? Can you enjoy being in a small business environment, while also having the tools and resources of a network of companies and professionals with decades of success? Can you be in a recession resistant, truly essential business and use your excellent customer service skills to help provide top notch customer experience? 

Yes, you can!

Job Summary 

You will be responsible for quickly answering inbound calls from existing and potentially new customers.  You will use your experience and training to ensure that these customers are set up with appointments with the right technician at the right time for the customer and the business through high quality interactions.  You will use your empathy skills to show our customers how important their issue is to our team and resolve their concerns.  You will also be responsible for educating customers on what to expect from our services and offerings such as membership plans. 

In addition to inbound calls, you will be responsible for making outbound calls to existing customers.  These interactions will ensure our customers are well informed of opportunities going on within the company such as upcoming appointments and deals as well as setting up new appointments for customers with membership plans.   

You will receive training in business knowledge, processes, and suggested verbiage to ensure you are successful.  You’ll be responsible for customer service metrics such as quality interactions, booking appointments, and setting up new membership plans. Your team leader will provide coaching and training to ensure you have all the tools you need to be a top-notch teammate!   

That is a lot! So, to do all of this, you will need to bring your experience, great customer service skills, and competitive spirit to drive the business forward with new bookings, new memberships, and satisfied customers.    

Interested?  This role will be filled soon, so read on and if you qualify and have passion to excel – let us know! 

Responsibilities: 

• Take inbound calls from new and existing customers to answer questions and resolve issues.
• Make outbound calls as needed to ensure the technician’s schedules are full
• Book appointments for the right tech at the right time for the customer and the company, overcoming objections as needed.
• Provide a great phone experience during customer interactions
• Resolve and deescalate customer concerns 
• Educate customers on the value of membership plans and assist them in signing up
• Achievement of monthly customer service key performance indicators

Qualifications: 

• Job location: Forney, TX 
• High school diploma or equivalent 
• 2 years of customer service experience, call center experience preferred  
• Service Titan experience (preferred, but does not disqualify)
• Experience with HVAC, Plumbing, and Electrical trades (preferred, but does not disqualify)
• Strong communication skills, both written and verbal  
• Demonstrated de-escalation, overcoming objections, and multitasking skills 
• Desire to learn and grow 
• Ability to work well with individually and in group settings 
• Ability to complete 80-hours of paid, on-the-job training
• Reliable transportation

Compensation

• $20/hour during initial, 80-hour training period
• $22/hour upon completion of training period
• A full suite of benefits including Medical, Dental, Life, Vision and other insurance
• 401(k) with an excellent match, up to 4%
• The opportunity to make a difference

We are an Equal Opportunity Employer

What you will do: 

• Call customers from prior day for quality check 
• Call maintenance customers and schedule visits 

• Call on customer list to offer promotions 
• Follow up on reviews positive and negative 
• General inbound customer service  

What you bring: 

• Previous customer service experience 
• Strong attention to details 
• Conscientious, team player 
• Honesty integrity, quality craftsmanship and a good attitude 
• Clear background check and drug screen 

Who WE Are:   

We are a family-owned and operated company, with a small business feel, but large business size, growth, and stability. We have hard-working teams that are dedicated to the company's continued success and are rewarded well for their contributions.   

We prioritize our employees and welcome you to the family through on-going training, and unmatched rewards, like full benefits, and a 401k match. With no salary cap, your effort determines your paycheck!     

If this sounds like something you would like to join for a long-term career move, apply today!