Job Description
BELL BROS. is Northern California’s Leading HVAC, Window, Plumbing, Window company. We have a history of high standards and have built our company on the important ethical business practices of honesty and fairness. We value our employees and provide a family-oriented and fun working environment where your efforts are recognized and rewarded.
BELL BROS. has an immediate need for an enthusiastic, self-motivated CLIENT SERVICE REPRESENTATIVE. Successful candidates are organized, able to perform in a fast-paced environment, and able to efficiently multi-task.
THIS IS A FULL-TIME, NON-EXEMPT LEVEL POSITION.
DUTIES AND RESPONSIBILITIES:
- Receive high volume of inbound calls as well as make outbound calls to existing clients, booking appointments at a high conversion rate
- Able to quickly identify the client’s request or concern and efficiently provide the most effective solution
- Effectively use critical thinking skills to solve problems for clients while consistently using the best judgement to determine the best solution
- Express empathy and compassion, taking full ownership of the client’s satisfaction
- Proactively gain and maintain a full understanding of our portfolio of products and services
- Effectively summarize and relay information
- Respond to incoming requests for cancellation of services and persuade our clients to retain their memberships or appointments
- Efficiently enter accurate and detailed records of client interactions and actions taken
- Consistently follow order entry guidelines with minimal errors
- Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts
- Work well independently within guidelines and complete work without requiring follow up
SKILLS/QUALIFICATIONS:
- Must live the company’s core values of Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability
- Experience with heavy call volume in a versatile environment
- Sales experience preferred
- Dedicated to providing superior client service
- Exceptional phone and interpersonal skills
- Exceptional written and verbal communication skills
- Ability to manage multiple priorities within a fast-paced, deadline driven, multi-discipline environment
- Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner
- Ability to talk and type accurately; typing speed of at least 45 wpm
- Ability to sit for a majority of shift
- Proficient in Microsoft Suite Products, experience with Service Titan a plus
- Satisfactory passing of mandatory pre-employment drug screen and background check
PHYSICAL DEMANDS:
- Regularly required to sit; use hands to handle or feel and type
- Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolve issues
- Frequently required to reach with hands and arms
- Occasionally required to stand; walk and stoop, kneel, crouch, or crawl
- May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
BENEFITS:
- $16-$18 per hour depending on experience
- 401K
- Medical, Dental, Vision
- Life Insurance
- Paid Vacation
- Paid Holidays
GROOMING:
Once hired, all employees must maintain a well-groomed appearance (i.e. a business-like haircut, facial hair is acceptable but it must be well kept and at 1/4 inch in length.)