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Client Service Representative (Call Center)

Bell Bros. Plumbing, Heating & Air

Client Service Representative (Call Center)

Sacramento, CA
Full Time
Paid
  • Responsibilities

    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.)