Call Center Representative/Customer Service

At R.A. Biel Plumbing & Heating, our call center representatives are held to the highest standards of professionalism and efficiency when it comes to managing customer inquiries and service appointments.

By placing a strong emphasis on enhancing customer satisfaction, our dedicated representatives excel in promptly and effectively scheduling service appointments to cater to the specific needs of our valued clients. Through their adept communication skills, problem-solving abilities, and meticulous attention to detail, our team ensures that each customer interaction is seamless and satisfactory.

You can rely on our experienced team to provide outstanding service across plumbing, heating, air conditioning, and HVAC in Farmington NM, as we are unwavering in our commitment to delivering top-tier customer care.

Responsibilities

• Convert incoming customer calls into booked service appointments.
• Deliver call scripts with an authentic cadence; be clear, compelling and personable.
• Respond to customer requests, resolving issues and promoting the brand.
• Be professional and establish customer rapport, encouraging repeat business.
• Participate in training to boost booked calls and practice outbound calling.
• Adhere to the company’s plan for resolving customer complaints quickly and favorably.
• Maintain and update customer databases with complete and accurate information.

Competencies for Success

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team.
• Highly motivated, flexible and great attitude on life.
  

You will promote customer satisfaction by converting incoming customer calls into booked service appointments.

• You will need to learn the call script in order to sound professional and authentic when speaking with our customers.
• Participate in training so that you grow and develop as a professional.
• Maintain and update our customer database with complete and accurate information.
• Maintain communication with dispatch and your manager.
  

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