Customer Service Representative/Call Center (Overnight Shift)
Murrieta, CA Murrieta, CA Full-time Full-time $17 - $20 an hour $17 - $20 an hour 14 hours ago 14 hours ago 14 hours ago Are you passionate about providing great customer service as you ask insightful questions? Do you enjoy providing support for a fast-paced team as you close jobs for an established well renowned company? We are looking for a Customer Service Representative who will have the opportunity to communicate with a variety of different customers and book jobs to efficiently serve our valued customers.
This position will be the central liaison between the customer and dispatcher by ensuring correct tags are being utilized and thorough notes are being submitted to communicate job specific duties.
The ideal candidate for this role wants to grow their knowledge in the Plumbing Industry and embark on a career with a company that regularly shows commitment to professional and personal development.
Keep reading IF:
YOU ARE A POSITIVE TEAM PLAYER AND EXCELLENT COMMUNICATOR with the ability to ask the right digging questions to get information and keywords to appropriately book a job and are flexible and eager to help customers and colleagues with a natural caring attitude toward others.
YOU PRACTICE EMPATHY IN EVERY SITUATION and can identify with the emotions and perspectives of others, listen actively to concerns, and respond with genuine care, while being able to talk to people from different backgrounds to find common ground.
YOU ARE A MULTI-TASKER WITH QUICK PROBLEM-SOLVING SKILLS who adjusts to changes throughout the day with ease by switching gears quickly, while having the awareness to know when to reach out to leadership with questions when needed.
ESSENTIAL DUTIES MAY INCLUDE:
Within the first 30 days and ongoing:
? Learns RotoCo, LLC's mission, core values, services, and operational procedures.
? Shows a willingness to grow with the company, incorporating the company's vision to deliver outstanding customer service by completing necessary training, role-plays, etc.
? Within 1-2 weeks, is on the CSR floor beginning to take customer calls by logging into Dialpad with a Lead CSR listening remotely to assist in navigating the call correctly.
? By 30 days, demonstrates the ability to confidently answer 6-7 inbound customer calls per hour, partnering with a Lead CSR when new questions arise.
3 months and ongoing:
? Is independent in the role and is a valued CSR team member, showing good judgment and care/empathy when handling customer calls.
? Demonstrates the ability to confidently answer 8-10 inbound customer calls per hour, utilizing the objection handling worksheet and converting those leads into jobs.
? Begins to promptly respond to customer inquiries, reviews, service requests and/or responses via Yelp and Google ads with little to no oversight from the Leadership team.
? Demonstrates the ability to use conflict resolution when dealing with frustrated customers who call in with questions or complaints, and connects them with the correct team member for escalated customer issues, inquiries, complaints, etc.
6-12 months and ongoing:
? Is a fully integrated and valuable member of RotoCo, LLC's CSR department by effectively managing one's schedule, balancing the management of yelp/Google Ads, inbound calls, cleaning up notes from calls, etc.
while still answering a minimum of 8 calls per hour.
? Shows continual improvement to provide dependable, reliable, and efficient service to customers and internal team members.
? Identifies areas for personal growth and development, collaborating with the CCM to create a growth plan and/or begin transfer to a new department (i.
e.
, Dispatch, Commercial Team, etc.
) EDUCATION, SKILLS &
Experience:
? 1
years' experience in a call center environment preferred ? 1
years' in customer service or related industry preferred ? High School Diploma or GED equivalent required ? Plumbing industry experience a plus ? Possess strong conflict resolution skills required ? Excellent written and verbal communication skills required ? Demonstrated proficiency in Microsoft Suite and teams preferred ? Experience dispatching/scheduling trade personnel a plus ? Ability to type a minimum 50 WPM preferred ? Bilingual a plus ? Ability to pass a drug screen and background check required ? Ability to sit for extended periods of time in a call center setting with a high tolerance for heavy phone work required ? Flexibility to work additional hours and/or days that deviate from regular work schedules required WHO WE ARE:
With nearly 50 years of providing dependable and best-in-class residential plumbing services, RotoCo, LLC is an industry icon.
With nearly $100 million in sales RotoCo, LLC has a rapidly growing service area that currently spans from North San Diego County to Sacramento County.
We pride ourselves on being part of the Roto-Rooter national brand and still staying true to our family-owned business values.
RotoCo, LLC is the largest Roto-Rooter Plumbing franchise in the nation--an industry icon.
We pride ourselves in the opportunities we provide for our employees:
Being a hero - We solve big problems every day helping people in crisis.
Career ladder - We offer structured development and new opportunities for promotion that are unparalleled in our industry.
Job portability - We have dispersed locations throughout the US and provide relocation opportunities as life evolves.
COMPENSATION & COMPANY BENEFITS INCLUDE:
Compensation range is $17.
50-$19.
00 per hour based on skills and experience level Benefits begin on day 90 and include:
Well-Being:
Paid vacation (accrued), Paid training, Sick days (24 hours) Health:
Medical/ Dental/ Vision Future:
401k/ Competitive Bonuses/ Flexible Spending/ Life Insurance Job Type:
Full-time Pay:
$17.
00 - $20.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Referral program Vision insurance Experience level:
1 year Shift:
8 hour shift Overnight shift Weekly day range:
Monday to Friday Weekends as needed Work setting:
Call center In-person Ability to commute/relocate:
Murrieta, CA 92562:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
Can you work weekends?
Experience:
Customer service:
1 year (Required) Shift availability:
Overnight Shift (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
This position will be the central liaison between the customer and dispatcher by ensuring correct tags are being utilized and thorough notes are being submitted to communicate job specific duties.
The ideal candidate for this role wants to grow their knowledge in the Plumbing Industry and embark on a career with a company that regularly shows commitment to professional and personal development.
Keep reading IF:
YOU ARE A POSITIVE TEAM PLAYER AND EXCELLENT COMMUNICATOR with the ability to ask the right digging questions to get information and keywords to appropriately book a job and are flexible and eager to help customers and colleagues with a natural caring attitude toward others.
YOU PRACTICE EMPATHY IN EVERY SITUATION and can identify with the emotions and perspectives of others, listen actively to concerns, and respond with genuine care, while being able to talk to people from different backgrounds to find common ground.
YOU ARE A MULTI-TASKER WITH QUICK PROBLEM-SOLVING SKILLS who adjusts to changes throughout the day with ease by switching gears quickly, while having the awareness to know when to reach out to leadership with questions when needed.
ESSENTIAL DUTIES MAY INCLUDE:
Within the first 30 days and ongoing:
? Learns RotoCo, LLC's mission, core values, services, and operational procedures.
? Shows a willingness to grow with the company, incorporating the company's vision to deliver outstanding customer service by completing necessary training, role-plays, etc.
? Within 1-2 weeks, is on the CSR floor beginning to take customer calls by logging into Dialpad with a Lead CSR listening remotely to assist in navigating the call correctly.
? By 30 days, demonstrates the ability to confidently answer 6-7 inbound customer calls per hour, partnering with a Lead CSR when new questions arise.
3 months and ongoing:
? Is independent in the role and is a valued CSR team member, showing good judgment and care/empathy when handling customer calls.
? Demonstrates the ability to confidently answer 8-10 inbound customer calls per hour, utilizing the objection handling worksheet and converting those leads into jobs.
? Begins to promptly respond to customer inquiries, reviews, service requests and/or responses via Yelp and Google ads with little to no oversight from the Leadership team.
? Demonstrates the ability to use conflict resolution when dealing with frustrated customers who call in with questions or complaints, and connects them with the correct team member for escalated customer issues, inquiries, complaints, etc.
6-12 months and ongoing:
? Is a fully integrated and valuable member of RotoCo, LLC's CSR department by effectively managing one's schedule, balancing the management of yelp/Google Ads, inbound calls, cleaning up notes from calls, etc.
while still answering a minimum of 8 calls per hour.
? Shows continual improvement to provide dependable, reliable, and efficient service to customers and internal team members.
? Identifies areas for personal growth and development, collaborating with the CCM to create a growth plan and/or begin transfer to a new department (i.
e.
, Dispatch, Commercial Team, etc.
) EDUCATION, SKILLS &
Experience:
? 1
years' experience in a call center environment preferred ? 1
years' in customer service or related industry preferred ? High School Diploma or GED equivalent required ? Plumbing industry experience a plus ? Possess strong conflict resolution skills required ? Excellent written and verbal communication skills required ? Demonstrated proficiency in Microsoft Suite and teams preferred ? Experience dispatching/scheduling trade personnel a plus ? Ability to type a minimum 50 WPM preferred ? Bilingual a plus ? Ability to pass a drug screen and background check required ? Ability to sit for extended periods of time in a call center setting with a high tolerance for heavy phone work required ? Flexibility to work additional hours and/or days that deviate from regular work schedules required WHO WE ARE:
With nearly 50 years of providing dependable and best-in-class residential plumbing services, RotoCo, LLC is an industry icon.
With nearly $100 million in sales RotoCo, LLC has a rapidly growing service area that currently spans from North San Diego County to Sacramento County.
We pride ourselves on being part of the Roto-Rooter national brand and still staying true to our family-owned business values.
RotoCo, LLC is the largest Roto-Rooter Plumbing franchise in the nation--an industry icon.
We pride ourselves in the opportunities we provide for our employees:
Being a hero - We solve big problems every day helping people in crisis.
Career ladder - We offer structured development and new opportunities for promotion that are unparalleled in our industry.
Job portability - We have dispersed locations throughout the US and provide relocation opportunities as life evolves.
COMPENSATION & COMPANY BENEFITS INCLUDE:
Compensation range is $17.
50-$19.
00 per hour based on skills and experience level Benefits begin on day 90 and include:
Well-Being:
Paid vacation (accrued), Paid training, Sick days (24 hours) Health:
Medical/ Dental/ Vision Future:
401k/ Competitive Bonuses/ Flexible Spending/ Life Insurance Job Type:
Full-time Pay:
$17.
00 - $20.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Referral program Vision insurance Experience level:
1 year Shift:
8 hour shift Overnight shift Weekly day range:
Monday to Friday Weekends as needed Work setting:
Call center In-person Ability to commute/relocate:
Murrieta, CA 92562:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
Can you work weekends?
Experience:
Customer service:
1 year (Required) Shift availability:
Overnight Shift (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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