Customer Service Representative

• Create a positive customer experience.
• Answer inbound calls with customers and address customer concerns
• Booking calls utilizing capacity planning and smart dispatch
• Make booking GLSA/PPC calls a priority, using waived dispatch fees or other avenues needed to book the call
• Make outbound calls as needed to reach the daily call count
• Call booking rate to be at 90% or higher, when training concludes
• Demonstrates customer care expertise and maintains high degree of credibility.
• Utilize customer relationship management software to book calls and keep customer information up to date
• Assist with booking Todaro Plumbing's Membership tune-ups
• Attend team meetings per supervisor or management’s direction
• Escalate customer issues to CSR Manager or Internal Operations Manager, if it cannot be handled by Customer Service Representative
• Maintain a positive atmosphere in the office and with other employees
• Prepare financing paperwork and collect payments.
• Participate in all company sponsored training classes.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.
• Perform other duties as assigned.

• Minimum of 3 years customer service experience, preferably in the industry.
• A high school Diploma or GED
• Knowledge of Microsoft word, outlook, excel required
• Must maintain professional demeanor
• Proven Customer support experience or experience as a customer service representative
• Strong phone contact handling skills and active listening
• Ability to multitask, prioritize and manage time effectively.

• Support customers on the phone, during and after the job has been completed
• Maintain a courteous tone with customers
• Remember that customers are the lifeline of our company and always go above and beyond to meet their needs
• Using compassion, empathy, and positive language to resolve customer conflicts and maintain customer retention
• Identify core issues between customers and the company

• 100% Paid Health, Dental and Vision Plan
• Paid Holidays
• Paid Time Off (Vacation, Sick Days, Personal Days)
• Technical Training Programs
• Incentive Compensation Programs

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