Customer Service Representative


Customer Service Representative

Full Time
CA, Cerritos
Posted 6 years ago

Job Title: Customer Service Representative

Power Pro Plumbing Heating & Air is looking for an experienced Customer Service Representative to join our team. As a company with a reputation for service and excellence, we do whatever it takes to ensure our customers have the best care. We’re looking for someone who shares our values, has a good attitude, and treats others respectfully. If that sounds like you, we’d love for you to apply today!

The Customer Service Representative will mainly be responsible for processing service requests, and fulfilling customer needs to ensure complete customer satisfaction. This involves using common and proprietary concepts, practices, and procedures within the call center environment. This person will be required to be able to work a flexible schedule, including weekends; hours vary from 8 am to 8 pm.

We offer a good work-life balance in addition to competitive pay, annual bonuses, health, vision, and dental benefits, and continual training.

Required Experience, Skills, and Knowledge:

  • High school diploma or equivalent
  • Preferred 2-3 years of experience in a customer service environment
  • Beginner HVAC knowledge of standard concepts, practices, and procedures
  • Intermediate plumbing and drains knowledge of standard concepts, practices, and procedures

Key Competencies:

  • Honesty and integrity
  • Excellent customer service skills
  • Ability to communicate empathy
  • Critical thinking and problem solving
  • Detail-oriented
  • Adept learner
  • Able to multitask
  • Proven ability to process high volumes of work with great accuracy
  • Basic knowledge of data entry and Microsoft Office applications (Outlook, Excel, Word)
  • Knowledge of Service Titan (is a plus)
  • Excellent written and verbal communication skills

Physical Requirements:

  • Must be able to sit for long periods
  • Must be able to work varying shifts, including days, evenings, and weekends

Regular Duties:

  • Provide fast and friendly customer service to both internal and external customers
  • Answer incoming calls related to service, billing, and other departments
  • Schedule service/estimate appointments promptly
  • Schedule return trips with customers
  • Make outbound calls to book, confirm, and survey upcoming or completed appointments
  • Maintain the service technicians’ daily schedules and dispatch the technicians as service calls are completed
  • Help new employees understand our brand, policy, and procedures
  • Other assigned duties as directed by management

*Applicants are subject to a new hire drug screen. We are a drug-free workplace.

Job Features

Job CategoryCustomer Service

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