Client Service Representative (Call Center)

WHY WORK FOR US?

Service Champions is a fast-growing Plumbing, Heating and Air Conditioning company that is driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability, as well as our “Good Deeds For Free" brand promise. We value our employees and provide a family-oriented and fun working environment where your efforts are recognized and rewarded.

We were named as a Top Workplace in 2017, 2018 & 2019 by The Orange County Register. We’re especially honored because this award was based on employee feedback! In addition, WorkplaceDynamics, LLP, a leading research firm on organizational health and employee management, has recognized Service Champions as a premier place of employment.

YOU hold the torch for the future of service, and we want YOU to join our team!

Service Champions has an immediate need for an experienced, enthusiastic, self-motivated Client Services Representative. Service Champions Client Services Representatives must possess a diverse skill set, able to multi-task, work well under pressure and make sound judgement calls under pressure. Our clients are promised 100% Satisfaction Guaranteed, and our Client Services Representatives are accountable for ensuring this happens during every single client interaction.

This is a full-time, non-exempt level position, reporting to the Client Services Manager. Must have availability to work shifts between 7:00 AM and 8:00 PM, Monday through Saturday.

PLEASE APPLY online at https://workforcenow.adp.com/jobs/apply/posting.html?client=SVCChamps

*** Minimum of 2 years of Call Center experience required

***Bilingual agents needed

DUTIES AND RESPONSIBILITIES:

• Receive high volume of inbound calls as well as make outbound calls to existing clients, booking appointments at a high conversion rate

• Able to quickly identify the client’s request or concern and efficiently provide the most effective solution

• Effectively use critical thinking skills to solve problems for clients while consistently using the best judgement to determine the best solution

• Express empathy and compassion, taking full ownership of the client’s satisfaction

• Proactively gain and maintain a full understanding of our portfolio of products and services

• Effectively summarize and relay information

• Respond to incoming requests for cancellation of services and persuade our clients to retain their memberships or appointments

• Efficiently enter accurate and detailed records of client interactions and actions taken

• Consistently follow order entry guidelines with minimal errors

• Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and scripts

• Work well independently within guidelines and complete work without requiring follow up

SKILLS/QUALIFICATIONS:

• Must live the company’s core values of Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability

• High School diploma or equivalent required, college preferred

• 2-3 years of diverse Call Center experience

• Experience with heavy call volume in a versatile environment

• Sales experience preferred

• Dedicated to providing superior client service

• Exceptional phone and interpersonal skills

• Exceptional written and verbal communication skills

• Ability to manage multiple priorities within a fast-paced, deadline driven, multi-discipline environment

• Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner

• Ability to talk and type accurately; typing speed of at least 40 wpm

• Ability to sit for a majority of shift

• Proficient in Microsoft Suite Products, experience with Service Titan a plus

• Ability to successfully pass all pre-employment screening (drug/alcohol screening and background check as a condition of employment)

PHYSICAL DEMANDS:

• Regularly required to use hands to finger, handle or feel, reach with hands and arms and talk or hear

• Occasionally required to lift and/or move objects 10 -20 lbs

• Regularly required to sit, stand, walk

• Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus

BENEFITS:

• 401K

• Medical, Dental, Vision

• Life Insurance

• Paid Vacation

• Paid Holidays

GROOMING:

Once hired, all employees must maintain a well-groomed appearance (i.e., a business like haircut, clean shaven (no facial hair), and no visible tattoos).