Call Center Representative

Essig Plumbing & Heating; Reading (Berks County); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Health, Dental, Vision, and Life Insurance

Paid Time Off

401K Retirement Plan

Family-sensitive workplace

Opportunity for Advancement

Job summary

Essig Plumbing & Heating, located in Reading, Berks County, is seeking a dedicated Call Center Representative to book service appointments and enhance customer satisfaction.

The ideal candidate must have a proven background in customer service, IT competency, and familiarity with CRM software. Experience at a fast-growing HVAC service company offers opportunities for professional growth and a collaborative work environment.

Qualifications

• Proven track record in customer service is required.
• IT competent; good typist and proficient with phone systems.
• Experience with CRM software preferred.
• Detail-oriented with strong organizational and communication skills expected.

Responsibilities

• Convert incoming customer calls into booked service appointments.
• Deliver call scripts with authentic cadence.
• Respond to customer requests and resolve issues.
• Maintain and update customer database accurately.

Skills

Customer service experience

IT competency

Proficiency with phone systems

Experience with CRM software

Detail-oriented

Strong organizational skills

Team-oriented

Job description

Call Center Representative – Essig Plumbing & Heating, LLC

Essig Plumbing & Heating, LLC is one of the fastest growing and top rated HVAC service companies in Berks County. Due to rapid growth, we are looking to hire immediately and have great advancement opportunities available. If you are hardworking, honest, and take pride in providing excellent customer service, we are looking for you!

The role of the Call Center Representative is to book service appointments and do whatever is necessary to promote customer satisfaction.

Why Work For Essig

• Health, Dental, Vision, and Life Insurance
• Paid Time Off
• 401K Retirement Plan
• Managers work with your schedule – a family-sensitive workplace that believes in balance
• Opportunity for Advancement – we are a fast-growing company that believes in growing our employees and hiring from within first

Job Duties

• Convert incoming customer calls into booked service appointments
• Deliver call scripts with an authentic cadence; be clear, compelling and personable
• Respond to customer requests, resolving issues and promoting the brand
• Be professional and establish customer rapport
• Participate in training to boost booked calls and practice outbound calling
• Adhere to the company’s plan for resolving customer complaints quickly and favorably
• Maintain and update customer database with complete and accurate information
• Plant the seed for the Essig Service Partner Plan
• Responsible for meeting the needs of the 3-Day Call Board

Qualifications

• Develop a proven track record in customer service
• IT competent; good typist and proficient with phone systems
• Experience with CRM software
• Ability to build trust and demonstrate empathy
• Detail-oriented with strong organizational and communication skills
• Team oriented: teachable; earns respect
• Believes in, promotes, and lives out the company’s visions and values