Job Description

Customer Care Representative

Benjamin Franklin Plumbing, and One Hour Heating & Air of Montrose, CO is seeking a Customer Care Rep. (CCR) with call center experience who will work in a fast-paced environment. The CCR will ensure that the customer's first interaction with our company is of the highest standard. The CCR will schedule all technician appointments, facilitate communication between technicians, customers, and the company, and assist in fleet management. Also looking for a part time position 5pm to 8pm M-F and Saturday 8am-5pm.

Responsibilities:

• Ensure all calls are answered promptly using proper communication scripts on every call for quality and efficient interactions
• Maintain an above-average call conversion ratio on all incoming calls
• Maintain accurate reporting of aborted calls, canceled appointments, call goals, lead goals, etc.
• Maintain the service technician schedules and dispatch technicians as service calls are completed
• Maintain schedule for service technicians and after-hours service procedures
• Enter service calls, schedule calls, and generate call debriefing with technicians daily
• Respond to service technician requests both by radio and phone
• Review completed service work orders for accuracy
• Prepare invoices and timecards for processing
• Follow up and schedule preventative maintenance service appointments
• Maintain customer database
• Respond to customer inquiries
• Assist Safety Manager with maintaining all safety documents and training rosters
• Participate in all company-sponsored training classes
• Effectively manage conflict resolution with clients through clear, expedient communication

Qualifications:

• High school diploma or equivalent required
• Pleasant, courteous demeanor and excellent communication skills are essential
• Must be able to follow all safety policies and procedures

Join the Benjamin Franklin Plumbing Team! We want to make joining our team as easy as possible. Our team members are the most valuable assets in our organization. It's true, our employees come first! How do we prove it? First things first:

1. Pay We believe the best performers deserve the best pay. That's why we want to pay you the best competitive rate.
2. Flexibility We want you to have time for the most important things in your life. Our scheduling is flexible. Find out how we do it!
3. Career Path We offer you an unlimited future with our world-class training programs. Our training programs include Technical Training, Virtual Technical Training, Communications, Sales, and more. If you are serious about your career and want to learn from the best in the industry, apply today!

So, if you have a great attitude and a strong work ethic and are someone who takes pride in the work you do, then we want to hear from you! You are applying for work with a franchisee of Benjamin Franklin Plumbing, not Benjamin Franklin Plumbing Franchising SPE, LLC or any of its affiliates. If hired, the franchisee will be your only employer. Franchisees are independent business owners who are solely responsible for their own employees. An equal opportunity employer.

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