Call Center Representative

Job Title

Call Center Representative

Location

Headquarters

Job Summary

This position will be responsible for working cross functionally with the sales team by reaching out to prospective plumbing client leads, using multiple contact strategies including but not limited to phone, email and text, in an effort to answer any questions or identify customer needs before transferring them to the sales team to complete the transaction.

Essential Job Functions

• Provide timely customer service to outbound and incoming telephone calls.
• Assume ownership and respond to the customer (internal / external) in an efficient, accurate and professional manner to achieve an optimal outcome.
• Schedule appointments and notate everything in the company system.
• Experience using multiple computer systems or programs (i.e., Microsoft Office, Phone Dialer)
• Ability to multitask and toggle between 5-6 windows and / or programs at a time.
• Strong communication skills
• Comfortable meeting performance metrics related to quality and call handle times.
• Capturing customer information and answering customer inquiries
• Completes all required Company training / compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Be responsible for overall customer satisfaction with regards to communication, workmanship, and quality.
• Perform related duties as assigned, within your scope of practice.

Education

High School diploma or equivalent required.

Experience

• Minimum of 1 years' experience in Customer Service field.
• This position does not include any supervisory responsibilities.

License & Certifications

None

Skills & Abilities

This position requires the capability to understand and follow both oral and written directions. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

Specific skills and abilities include, but are not limited to the following :

• Excellent customer service skills.
• Strong communication skills.
• Must be a people person, with a friendly and empathetic demeanor.
• Experience using multiple computer systems or programs (i.e., Microsoft Office, Phone Dialer)
• Proficient in time management; the ability to organize and manage multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Able to establish and maintain cooperative working relationships.
• Able to use sound judgment; work independently, with minimal supervision.
• Strong analytical and problem-solving skills.
• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and / or established timeframes.
• Performs well with frequent interruptions and / or distractions.
• Ability to consistently demonstrate our core values by maintaining the highest standards of professionalism when interacting with team members, management, and customers.
• Basic math skills.

Travel Requirements

No Travel Requirements

Physical Requirements

• Walking / Frequent : Moving on foot to accomplish tasks.
• Reaching / Frequent : Extending hand(s) and arm(s) in any direction.
• Grasping / Frequent : Applying pressure to an object with the fingers and palm.
• Feeling / Constant : Perceiving attributes of objects, such as size, shape, temperature or texture by touching with the skin, particularly that of the fingertips.
• Talking / Constant : Expressing or exchanging ideas by means of spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing / Constant : Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Hands to Fingers / Constant : Picking, pinching, typing, or otherwise working, primarily with fingers rather than the whole hand as in handling.
• Repetitive Motion / Constant : Substantial movements (motions) of the wrists, hands, and / or fingers.
• Close Vison / Constant : Clear vision at 20 inches or less. Required to perform an activity such as : preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections.
• Distance Vison / Constant : Clear vision at 20 feet or more. Required to perform an activity where the seeing job is arm's reach or beyond.
• Peripheral Vision / Constant : Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Depth Perception / Constant : Ability to judge distances and spatial relationships (three-dimensional).
• Focus Ability / Constant : Ability to adjust the eye to bring an object into sharp focus.

Work Environment

Sedentary Work : Exerting up to 10 pounds of occasionally and / or minor amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Sedentary work involves sitting most of the time.

No exposure to adverse environmental conditions (typical office / administrative setting).

Disclaimer

This job description indicates, in general terms, the type and level of work performed as well as the typical responsibilities of team members in this classification.

The duties described are not to be interpreted as being all-inclusive to any specific team member. Nothing in the job description changes the at will employment relationship existing between the Company and team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics described are representative of those that must be met to successfully perform the essential functions of this job.

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified team members can perform the essential functions of the job.