Call Center Customer Service Representative

Do you value professionalism and punctuality? Do you want to work with the best professionals in the Plumbing, HVACR, Electrical and Pest Protection industries? Then you could be a candidate for Lawton Commercial Services! If you are an individual who values a rewarding career and would like your customers to be genuinely satisfied, you may be a match for our team.

JOB SUMMARY

Provide outstanding customer service to new and existing customers over the telephone and email with a booking rate goal of 80% or higher. Conduct happy incoming phone calls within 3 rings and outgoing phone calls within 15 minutes after a technician leaves the customer's home.

The ideal candidate possesses a high level of attention to detail, ability to perform in a fast-paced environment and demonstrates excellent problem-solving skills. This position is the primary communicator with our customers and technicians and requires commitment to customer satisfaction and the ability to work well in a team environment. Superior communication skills and a positive, go above and beyond, friendly attitude are critical to success in this role.

JOB DUTIES

• Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints

• Check to ensure that appropriate changes were made to resolve customers' problems

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

• Resolve customer service complaints by referring and assigning to the Task Manager for call back

• Complete booking forms, prepare change of address records and issue service order requests using computers

• Refer unresolved customer grievances to designated departments for further investigation

• Determine charges for requested services, quote trip charges and arrange for billing

• Contact customers to respond to inquiries or to notify them that the plumbers in route

• Solicit sales of new or additional services or product offerings

• Review claim adjustments with dealers, examining parts claimed to be defective and approve or disapprove dealer claims

• Recommend improvements in products, service, or membership to prevent future problems

• Must be extremely detail oriented and able to accurately process transactions.

QUALIFICATIONS:

• High school diploma or general education degree (GED)

• One (1) year of previous call center, customer service, or dispatch experience preferred

• Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

• Ability to work with Microsoft Office (Word, Excel and Outlook) and other company provided software with minimal supervision

• Ability to work on desktop computers and phone system

• Ability to speak and communicate with others to convey information effectively

• Ability to apply critical thinking skills of logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

• Possess a service orientation by actively looking for ways to help people

• Ability to persuade others to change their minds or behavior

WORK HOURS:

• Forty (40) hours per week with the ability to work a flexible schedule with overtime opportunities including (day/evening/weekend/holiday) as needed

• Availability to work nights and weekends may be required

BENEFITS:

• Eligibility for health, vision and dental coverage, 401(k) plan and flexible spending accounts, subject to plan terms

• Eligibility for company-paid benefits such as life insurance, short- and long-term disability and long-term care, subject to applicable waiting periods

• Paid time off (PTO) earned on an accrual basis after 90 days of employment

• Company-paid holidays

• Participate in the bonus plan

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

You are applying for work with a franchisee of Benjamin Franklin Plumbing, not Benjamin Franklin Plumbing Franchising SPE, LLC or any of its affiliates. If hired, the franchisee will be your only employer. Franchisees are independent business owners who are solely responsible for their own employees.

Lawton Group is an Equal Opportunity Employer which makes employment decisions without regard to race, color, sex, age disability or marital status. This Company also complies with the Americans with Disabilities Act of 1990. During the interview process, you may be asked questions concerning your ability to perform job-related functions. This Company reasonably accommodates qualified individuals with disabilities and bona fide religious beliefs.