Customer Service Rep (CSR)

Best Care Plumbing, Heating and Air; Bartlett (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Best Care Plumbing, Heating and Air in Bartlett, TN is seeking a customer service-focused specialist to handle inbound calls, book jobs, and drive memberships. You will manage accurate data entry in Service Titan and respond quickly to customer needs in a fast-paced environment.

In this role you will maintain high service levels, communicate clearly, and work with a sense of urgency to meet call metrics and membership goals. Previous call-center experience is advantageous.

Qualifications

• Proven track record in customer service.
• IT proficiency; proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Fast-paced, goal-driven team player.
• Competitive and motivated with a positive attitude.

Responsibilities

• Create and achieve 100-day plan.
• Exceed minimum attendance and on-time standards.
• Answer the phone within 10 seconds.
• Answer inbound calls to book jobs and fill a 3-day call board.
• Reflectively listen to customer concerns, answer questions and communicate availability.
• Input customer data into Service Titan accurately.
• Correctly schedule jobs within ServiceTitan.
• Display empathy and a sense of urgency.
• Outbound call to schedule routine maintenance visits, tune ups and inspections.
• Convert Comfort Guard Memberships.

Skills

Customer service

Phone systems

Organization

Verbal communication

Written communication

Empathy

Team player

Self-motivated

Education

Relevant education or work experience

Job description

Job Summary

Achieve daily booked call goal. Achieve passing score on weekly call-quality scorecard. Offer and convert memberships to exceed department membership budget.

Duties & Responsibilities

• Create and achieve 100-day plan.
• Exceed minimum attendance and on-time standards.
• Answer the phone within 10 seconds.
• Answer inbound calls to book jobs and fill a 3-day call board.
• Reflectively listen to customer concerns, answer questions and communicate availability.
• Input customer data into Service Titan accurately.
• Correctly schedule jobs within ServiceTitan.
• Display empathy and a sense of urgency.
• Outbound call to schedule routine maintenance visits, tune ups and inspections.
• Convert Comfort Guard Memberships.

Competencies for Success

• Communication; Dependability/Productivity; Organization Skills; Quality; Results Orientation; Interpersonal Skills; Computer Skills; Initiative; Problem Solving; Results Driven; Sense of Urgency; Self Development

Required Skills & Abilities

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team.
• Highly motivated, flexible and great attitude on life.

Education & Experience

• Relevant education or work experience

If you can commit to and live with the following principles, then you are the type of person who will be successful and help our company thrive. If you feel this level of engagement is not right for you or that you're not willing or able to participate with us as this level, we are not a good fit for you.

Our expectation is that you will take the steps necessary to do what you say you are going to do and be accountable for your actions. In other words, live "Above the Line".

We Understand That Not Every Person Is Ready For This Level Of Performance, And We Appreciate The Honesty Of Those Who Decide This Is Not The Right Place For Them. On the Other Hand, You Would Make An Ideal Candidate To Join Our Company If You Are Willing To Commit To The Following Above The Line Principles

• Accountability: See It, Own It, Solve It, Do It
• Become part of the solution
• Respect for others and their feelings
• Act now!
• Ask the question: "What else can I do?"
• Ask the questions: "What coaching do you have for me?" and "What can I do better?"
• Personal ownership and pride
• Reject average
• Show others that you care