Job Description

NP Mechanical, Inc. (A 100% employee owned ESOP) is looking to hire an organized and professional Customer Services Representative to join our team.

The Customer Service Representative (CSR) is responsible for providing quality customer service to internal and external customers daily via telephone, email, web service request, fax, or in-person communication. This position is responsible for ensuring all service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude.

EDUCATION:

• Must have High School Diploma or GED. AA

EXPERIENCE:

• Minimum 2 years of experience working Customer Service in Construction or Subcontracting
• Prior knowledge of general construction applications and terminology and/or HVAC, Plumbing and Fire Sprinkler Systems is desirable but not required.

KNOWLEDGE, SKILLS AND ABILITIES:

• Provide superb customer service
• Enjoys working in fast-paced environment with a high sense of urgency
• Must display excellent phone and email etiquette
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relation
• Ability to read, interpret, understand and explain documents such as product specifications or warranty manuals.
• Must be able to present appropriate attitude for the situation when interacting with customers or coworkers.
• Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers.
• Must research and troubleshoot product issues from customer in an accurate and timely manner
• Confident in ability to resolve customer issues
• Seeks out internal experts and utilizes their knowledge
• Focused on details and follow through
• Proficiency with Microsoft Office and ability to learn internal software programs and applications

DUTIES AND RESPONSIBILITIES:

• Schedule service calls with homeowners, assess routine warranty claims, and follow through to complete all service requests in a timely fashion.
• Provide accurate and timely information to Builder Representative on progress and scopes of work.
• Maintain positive homeowner relations and provide homeowner with knowledgeable, timely, and professional service.
• Complete confirmation process for customers with time/date of appointment, and place calls to customers after event is completed to determine service level obtained
• Completes work in a timely and accurate manner
• Assist Service Technicians with daily issues including dispatching, scheduling, parts orders, directions, customer communications, etc.
• Order and track material for service calls
• Resolve customer complaints regarding product and service, engaging other departments when needed (i.e. sales, purchasing, technical and corporate support staff)
• Committed to following established processes
• Promotes and facilitates continuous improvement activities in the department
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Perform all other duties as assigned

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee for successful performance of the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of this position.

The individual:

• Must be able to remain in a stationary position up to 50% of the time.
• Operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with others in-person, vial phone and e-mail who have inquiries and must be able to exchange accurate information in these situations
• Must occasionally lift and/or move up to 20 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: Work environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employee may occasionally enter warehouse work areas and will be exposed to typical hazards of noise, flying debris, and overhead hazards requiring the use of proper PPE (Personal Protective Equipment).

EQUAL OPPORTUNITY EMPLOYER M/F/V/D

Company Description

Rice Services Inc, NP Mechanical and B2C Mechanical is a leading provider of residential/multi-family plumbing, heating & air, and fire sprinkler contracting, serving national and regional home builders in Southern California and Nevada. We are a total solutions provider, building for excellence with teamwork, determination, and integrity. Our focus is to deliver a superior, on-time service rooted in our core commitment to: Complete each contract with pride and integrity in a timely manner, provide cost-effective engineered solutions, and build professional, honest, long-term relationships with all trade partners. A family-owned and operated plumbing company founded in 1979, respect and integrity are the cornerstones of NP Mechanical. We have an extensive history of providing outstanding plumbing, heating & air, and fire sprinkler solutions for more than 100,000 new homes in single-family communities and multi-family projects in the region and are recognized for being one of the largest and finest providers of residential contracting services in the West. We build long-term relationships with our customers, suppliers, and other business associates by promoting fair, open, and honest partnerships. Our top-rated production team is led by a professional management team and supported by a highly skilled customer service department equipped to respond to all warranty home repairs 24/7. The corporate office, located in Corona, California, is equipped with a knowledgeable, experienced office staff with expertise in the accounting, estimating, purchasing, and information technology fields. The diverse contractor capabilities of NP Mechanical, Inc. make us the primary choice of home builders and developers. We are NP Mechanical Inc.