Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

SUMMARY:

Provide outstanding customer service to new and existing customers over the telephone and email with a booking rate goal of 80% or higher. Conduct happy incoming phone calls within 3 rings and outgoing phone calls within 15 minutes after a technician leaves a customer’s home or place of business and assist the sales and marketing teams with other duties as required. The ideal candidate will demonstrate a high level of attention to detail, ability to perform in a fast-paced environment and possess excellent problem-solving skills. This position is the primary communicator with our customers and technicians and requires commitment to customer satisfaction and the ability to work well in a team environment. Superior communication skills and a positive, go above and beyond, friendly attitude are critical to success in this role.

DUTIES AND RESPONSIBILITIES:

Interact with customers and technicians, provide information in response to inquiries about service offerings and resolve customer complaints. Additional duties and responsibilities include but are not limited to:

Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, and obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customer issues
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Resolve customer service complaints by referring and assigning tasks to appropriate point of contact for resolution
Complete booking forms, prepare change of address records and issue service order requests
Refer unresolved customer grievances to designated departments for further investigation
Determine charges for requested services, quote trip charges and arrange for billing or payment
Contact customers to respond to inquiries and to notify when technicians are in route
Solicit sales of new or additional services or product offerings
Must be extremely detail oriented and able to accurately process transactions
Perform other duties as assigned by management

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the job.

Education, Experience, Knowledge:

High school diploma or general education degree (GED)
Previous call center, customer service experience preferred.

Physical Requirements:

Requires sitting for extended periods of time. Ability to listen, hear and speak clearly over the phone or headset and focus at close distances to computer monitor.

Special Requirements:

Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Ability to work with Microsoft Office (Word, Excel and Outlook) and other company provided software with minimal supervision
Ability to work on desktop computers and phone system
Ability to speak and communicate with others to convey information effectively
Ability to apply critical thinking skills of logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Possess a service orientation by actively looking for ways to help people.

WORK ENVIRONMENT:

This position will primarily work in a climate controlled office and challenging client interactions may be encountered on occasion.

WORK HOURS:

Forty (40) hours per week

COMPENSATION:

This is a full-time non-exempt position that is eligible for overtime with prior approval.

BENEFITS:

Eligibility for health, vision and dental coverage, 401(k) plan and flexible spending accounts, subject to plan terms
Eligibility for benefits such as life insurance, short- and long-term disability and long-term care, subject to applicable waiting periods
Paid time off (PTO) earned on an accrual basis after 90 days of employment
Company-paid holidays

Compensation: $14.00 - $16.00 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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.

Pay— We believe the best performers deserve the best pay. That’s why we want to pay YOU the best competitive rate.
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.
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!

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.

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