Skip to Main Content

Professional Customer Services Representative (Phones and Scheduling)

Sugar Bear Plumbing Company
South San Francisco, CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Position Summary:  

 

To deliver exceptional customer service reflective of Sugar Bear Plumbing's values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality.  To provide options for service appointments and meet performance metrics required by the company.

 

Job Responsibilities:  

 

  • Respond to incoming customer calls with curtesy, offering appointment windows and requested lead times.
  • Engage in outbound calling to secure the appropriate amount of scheduled calls and club memberships required for a successful service operation.
  • Follows Customer Care “Call Script” for quality and efficient responses to customers.
  • Maintain required daily call counts to meet daily, weekly and monthly quotas.
  • Maintain complete, accurate and updated information in the customer database.
  • Ensure “Club Memberships” are renewed and preventative maintenance appointments are scheduled for technicians.
  • Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
  • Preform administrative duties to assist with the overall efficiency of the operation.
  • Provide assistance to other members of the Customer Care team to achieve department and company goals.
  • Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
  • Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
  • Participate in all company sponsored training classes.
  • Maintain a courteous demeanor with customers and associates at all times.
  • Maintain a professional image at all times by wearing company approved apparel.
  • Abide by all standards of performance and ethics.
  • Follow all safety policies and procedures.
  • Perform other duties as assigned.

 

Knowledge, Skills and Abilities:

 

  • Prior call center experience preferred.
  • Basic computer skills including Word, Excel, and any other software used by the company.
  • Attention to detail and follow-through.
  • Ability to perform multiple tasks in a fast-paced environment
  • Exceptional interpersonal and communication skills both written and verbal.
  • Function in a team environment.
  • Geographical knowledge of service area and/or map reading skills.

Education/Certification Requirements:

  • High School diploma or GED required. 

 

 

Working Conditions:

  • Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment.
  • Spends a majority of the work day on the telephone interacting with customers.

 

Physical Requirements:

  • Occasionally lift 5-10 pounds.
  • Have good visual acuity and sufficient auditory functioning to operate computer-aided call management hardware, software and communications equipment.
  • Ability to work extended hours, nights or weekends.

 

 

I accept the responsibilities of the position, agree to produce the results, perform the work and meet the stated requirements in this Position Description and the Employee Handbook.

Company Description
You're an Individual, with a unique personality, skills and abilities like no-one else - and that's the way we want you to stay. With so many ways to contribute at Sugar Bear Plumbing, Heating & Air Company, chances are good you'll find a way to do what you love. We consider hiring the best, of the best to create happy experiences for our customers, and we expect nothing less from our team. Sugar Bear Plumbing, Heating, & Air Company is able to offer competitive wages, with 100% company paid benefits including medical, dental, and vision, employee assistance programs and paid time off days.

At Sugar Bear Plumbing, Heating, & Air Company, we know how to train you to be one of the top technicians in the industry-even if you're starting from scratch!

Our People
+ work to be "the best of the best"
+ care deeply about our customers satisfaction
+ strive to deliver an extraordinary service experience

Our Actions
+ deliver on the promises we make
+ maintain the highest level of quality at a fair price
+ execute WIN3 - create value for customers, company, colleagues, community and vendors

Our Values

+ behave professionally
+ do the right thing always
+ give 100% effort every time
+ improve your skills to build a better you

Sugar Bear Plumbing Company

Why Work Here?
We care about our customers, our co-workers, and our company. Great Team Leader and Players, 100% Benefits (Plumbers/ Techs) paid by Company

You're an Individual, with a unique personality, skills and abilities like no-one else - and that's the way we want you to stay. With so many ways to contribute at Sugar Bear Plumbing, Heating & Air Company, chances are good you'll find a way to do what you love. We consider hiring the best, of the best to create happy experiences for our customers, and we expect nothing less from our team. Sugar Bear Plumbing, Heating, & Air Company is able to offer competitive wages, with 100% company paid benefits including medical, dental, and vision, employee assistance programs and paid time off days. At Sugar Bear Plumbing, Heating, & Air Company, we know how to train you to be one of the top technicians in the industry-even if you're starting from scratch! Our People + work to be "the best of the best" + care deeply about our customers satisfaction + strive to deliver an extraordinary service experience Our Actions + deliver on the promises we make + maintain the highest level of quality at a fair price + execute WIN3 - create value for customers, company, colleagues, community and vendors Our Values + behave professionally + do the right thing always + give 100% effort every time + improve your skills to build a better you

Address

317 Corey Way

South San Francisco, CA
USA

Industry

Business

Website

View all jobs at Sugar Bear Plumbing Company