Client Services Representative

Job Overview

HELP Plumbing, Heating & Cooling is hiring an experienced Call Center / Dispatch professional to join our fast-paced service team. This is NOT an entry-level customer service role. If you thrive in a fast-moving environment, can manage multiple screens and calls at once, and know how to control conversations professionally while booking appointments efficiently, we want to hear from you.

We are specifically seeking candidates with recent high-volume inbound call center, dispatch, scheduling, or service coordination experience.

Key Responsibilities:

• Receive a high volume of inbound calls in a fast-paced environment and make outbound calls to existing clients, booking appointments at a high conversion rate.
• Able to quickly identify the client's request or concern, efficiently provide the most effective solution, and de-escalate any concerns.
• Effectively use critical thinking skills to solve problems for clients while consistently using the best judgment to determine the best solution
• Proactively gain and maintain a complete understanding of our portfolio of products and services.
• Efficiently enter accurate and detailed records of client interactions and actions taken while multi-tasking client calls, minimizing hold times.
• Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts

Qualifications & Requirements:

• 2+ years of Call Center experience
• HVAC & Plumbing Industry experience is a plus
• Ability to talk and type accurately; typing speed of at least 40-45 wpm
• Dedicated to providing superior client service
• Ability to manage multiple priorities within a fast-paced environment
• Strong judgment skills to make sound business decisions
• Proficient in Microsoft suite, and CRM or other call center software

Benefits:

• Hourly + bonuses & spiffs
• Medical, Dental, Vision Benefits - Tri-Health, Mercy, HSA
• Paid time off (PTO) & Holiday pay.
• 401K - Retirement Savings Plan
• Company Paid Life Insurance
• Ongoing Training & Career Development.
• Nectar Employee Recognition Perks
• Gym membership reimbursement

Work Environment:

This position operates in an office environment and requires the ability to remain in a stationary position for extended periods of time. Frequently operates a computer and other standard office equipment. Occasionally moves items up to 20 pounds. Ability to communicate and exchange accurate information with internal and external stakeholders is required. Must be able to work under centrally controlled fluorescent lighting. Reasonable accommodations may be made to perform essential functions.

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