Waldrop Plumbing, Heating & AIR Batesville , SC 29651
Posted 2 weeks ago
Description
Primarily responsible for providing effective customer service and booking service appointments by engaging and empathizing for all internal and external Waldrop customers by utilizing excellent, in-depth knowledge of company products and programs. Promote customer satisfaction by handling each customer as a priority. Answer incoming calls and route accordingly. Place out-bound phone calls in order to schedule maintenance and sales calls. This position is nonexempt and may require overtime depending on business requirements.
Requirements
Full & Part Time hours are available!
Specific Duties/Expectations:
Book service appointments and promote customer satisfaction
Convert incoming customer calls into booked service appointments
Deliver call scripts with an authentic cadence; be clear, compelling, and personable
Respond to customer requests and complaints by resolving issues quickly and promoting Waldrop
Be professional and establish customer rapport, encouraging repeat business
Participate in training and continuing education in the customer service field
Adhere to the company's plan for resolving customer complaints quickly and favorably.
Maintain customer database by recording and updating with complete and accurate information
Survey customers to ensure customer satisfaction
Work with dispatch to improve call accuracy and speed of response
Check messages and enter service calls into industry software
Maintain organized work area and data with good follow-through ability
Administer written correspondence as required
Record details of customer interaction and actions that are taken
Book service appointments and promote customer satisfaction
Placing "Happy Calls" to customers to follow up on prior services
Construction of Technician packets for use in the field
Other duties as assigned by management
Requirements:
High School education or GED equivalent
Ability to work in a fast-paced, goal-driven environment
Ability to work independently and as a team player
IT competent; proficient typist and with phone systems, and other industry software including Microsoft office
Organized with exceptional follow-through abilities
Strong verbal and written communications in problem resolution
Must possess excellent communication skills and be self-driven
Ability to build trust and demonstrate empathy
Must represent the company in a professional appearance and manner
Must be able to multitask
One to three years of successful customer service work experience
Adherence to all corporate policy
Waldrop Plumbing, Heating & AIR