Job Description

Summary/Objective

The Plumbing Customer Service Representatives provide exceptional customer service experience to all our clients and support the VP of Service, Branch Manager or Service Managers, and Field Technicians to ensure a smooth and timely flow of the services provided.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Customer Satisfaction – Ensure 100% client satisfaction. Assist in the development and implementation of an updated customer CARE The CARE program will focus on prioritizing opportunities for developing strategic client relationships, as well as coordinating with Service Managers and Sales Associates assigned to support the accounts as needed.
2. Communications – Immediately evaluate, address, and communicate any customer/employee complaints, issues, or call-backs to the assigned Service Manager.
3. Dispatching – Provide back-up support for Dispatchers. This includes updating the dispatch board to accurately reflect the schedule of work to be completed. Dispatch the field technicians according to pre-developed schedules. Continuously update and communicate with the Service Manager’s, Field Technicians, and clients on the status of work to be completed.
4. CARE Calls – Complete a minimum of ten (10) CARE calls every week. Customers should be chosen from recently completed PM’s and/or invoiced T&M work orders. Update the CARE call spreadsheet daily. Track customers contacted/attempted daily on the CSR checklist.
5. Billing – Provide complete invoice proofs to Service Managers on a weekly basis. This includes requesting Purchase Orders from the client, receiving, and entering Purchase Orders (internal) and supporting company efforts to collect Accounts Receivables.
6. Customer Portals – Manage customer portal activity. This includes uploading service reports, invoicing, resolving disputed invoices within the portal(s), etc.

Competencies

1. Ethical Conduct.
2. Ability to learn, understand and communicate basic HVAC technical aspects.
3. Excellent phone, written and interpersonal skills.
4. Fluent with Microsoft Outlook, Excel, Word, and Access.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands; and reach with hands and arms.

Travel

No travel is expected for this position.

Required Education and Experience

Customer Service

Training or experience in computer applications.

Proficiency in Excel, Outlook & Word.

High School Diploma or GED.

Preferred Education and Experience

2 years of experience in customer service (preferably within construction industry)

Sage or Timberline software experience.

Other Conditions of Employment

A background and credit check will be required, as well as passing a drug test.

AAP/EEO Statement

All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability or covered veteran status.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.