Job Description

Customer Service Representative

Posted: Friday, 2/7/2025

Hard Work Deserves A Generous Reward. Get Rewarded.
At Ricky Heath Plumbing Heating & Cooling, we are more than just a plumbing company; we are a family. Our mission is to provide exceptional plumbing services in Macon and the surrounding areas while nurturing a culture that values our employees, cherishes our clients, and uplifts our community. Join that mission, and you will enjoy:

• A Smaller, More Flexible & Nimble Company
• Competitive Pay & Special Bonuses - Earn up to $20/hr
• Growth Opportunities
• Ongoing Training To Learn Valuable Skills
• Paid Time Off
• Employee Appreciation

The position of Customer Service is to provide exceptional customer service reflective of Ricky Heath's values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality and to provide options for service appointments and meet performance metrics required by the company.
Responsibilities:

• Respond to incoming customer calls with courtesy, offering appointment windows and requested lead times.
• Engage in outbound calling to secure the appropriate amount of scheduled calls and club memberships required for a successful service operation.
• Follows Customer Care “Call Script” for quality and efficient responses to customers.
• Maintain required daily call counts to meet daily, weekly and monthly quotas.
• Maintain complete, accurate and updated information in the customer database.
• Ensure “Club Memberships” are renewed and preventative maintenance appointments are scheduled for technicians.
• Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.

Requirements: 

• High School Diploma or GED Required
• Prior call center experience preferred.
• Must be available to work Monday - Saturday from 7AM-7PM rotating days and shift.
• Basic computer skills including Word, Excel, and any other software used by the company.
• Exceptional interpersonal and communication skills both written and verbal.
• Geographical knowledge of service area and/or map reading skills.
• Ability to work extended hours, nights or weekends.
• Competitive individual contributor who also loves to win as a team
   
• Able to pass a background check, MVR and a drug test

We are an equal opportunity employer.
 

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