Customer Care Agent

Job Overview

JOB DETAILS

REQUIREMENTS

• MUST possess High School Diploma, GED or equivalent and be authorized to work in the US;
• MUST have a dedicated in-home office space with an expedient and dependable wifi connection;
• MUST have a minimum of 1-3 years recent customer service / high volume call center experience;
• MUST be able to work a designated full-time shift;
• MUST demonstrate good telephone etiquette and adhere to company dress code;
• MUST be willing and able to perform accurate data entry while listening and speaking with customers over the phone;
• Ideal candidates will have a good understanding of commercial HVAC, tankless water heating and/or hydronics;
• SUBJECT to successful completion of standard background / drug screen

RESPONSIBILITIES

• Accepts incoming calls from customers regarding plumbing and/or water heating issues;
• Provides professional technical assistance over the phone, using resources and systems provided;
• Attempts to help callers diagnose, troubleshoot and resolve the issues over the phone;
• Uses NetSuite to take notes while talking on the phone;
• Coordinates and schedules service calls, sets up appointments and follows up on appointments completed;
• Makes calls to customers to confirm resolution of issues and/or provide updates in status or scheduling;
• Helps customers to find information for parts and/or products;
• Updates customer accounts when new information is provided
• Follows department SOP’s and workflows to enter information in ERP system, including, i.e.: date, time, stated problem, functions or attempts performed, diagnostic data or error codes, parts ordered, service scheduled, etc.,
• Demonstrates a sense of urgency with regard to responding to, resolving and closing customer cases;
• Escalates serious issues or concerns to next tier or management in critical situations that require prompt attention;
• Excellent verbal and written communication skills;
• Readjust/ reprioritize using sense of urgency based on needs of business

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