Call Center Representative - Ideal Plumbing Heating and Air

Job Ad - Call Center Representative
About Ideal Plumbing Heating Air Electrical:
On April 1, 1960 with their second baby on the way, Donald Teemsma Sr. and mother Barbara founded Ideal Plumbing and Heating. At the time they ran the company as a home-based business with only one '53 Ford pick-up truck and the garage as the warehouse. In 1962, Ideal Plumbing and Heating outgrew their home when they opened their first storefront shop on Waring Road.
In 1994, Donald Sr. passed the torch to his son Donald Teemsma Jr., who spent his early years in the family hardware store, learning the ins and outs of all kinds of home repair needs. Over the years, Ideal's services have expanded to also specialize in air conditioning, electrical, plus kitchen and bath remodeling.
Ideal is more than just a company that installs and repairs your plumbing, heating, air, or electrical. We believe in service excellence, demonstrated in high moral standards and business ethics since the company's inception. Look for us in the Community at Allied Gardens First Fridays Summer Concerts in the Park, Mission Trails Regional Park, Mt. Helix Park, and with the San Diego Fire-Rescue Foundation!
Job Summary:
The Call Center Representative is responsible for handling a high volume of inbound and outbound calls and should seek to create a positive experience for each customer. This position will listen to customers to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. Duties and Responsibilities:
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Ensure all customers are greeted promptly in a friendly and compassionate manner;
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Generate accurate service call slip information from start to finish within five minutes on average;
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Follow-up with customer's concerns/follow-up SMI visit calls;
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Answer phones quickly in a friendly and personable manner;
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Ability to associate customers calling in with the drop-down list of incoming calls presented on the computer screen;
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Navigate through the various fields and menus in real-time, all the while accurately inputting information provided by the customer over the phone;
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Adhere to Ideal Plumbing Heating Air and Electrical Inc's established standard of responding within 5 minutes, considering the high call volume and respecting the customer's time;
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Navigate to different modules in the software to determine technician availability and the appropriate proficiency for the work presently requested by the customer;
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Navigate overlapping elements on the dispatch board;
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Ability to manipulate multiple layers within the software with precision and efficiency;
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Accurately enter hours worked by technicians on specific jobs by selecting the appropriate job for the appropriate technician;
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Maintain focus to effectively read the screen and make informed decisions regarding customers and jobs;
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Prepare estimates, email/mail/fax/attach to call slip for Sales Staff;
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Put together product information packets including yellows and line cards;
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Manage estimate templates and supply to Sales Staff as needed;
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Type proposal for service technicians;
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Type meeting notes for dispatch teams as needed;
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Assist dispatcher in technician dispatching and taking times;
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Input data, perform filing and scanning duties;
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Maintain accurate and on-time reports and records;
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Generate missing paperwork for SMA inspections, review for accuracy;
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Scan completed SMA paperwork to appropriate call slip;
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Scan new SMA's to Customer Site File;
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Schedule SMA service calls;
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Type bin history for billing and information purposes & scan in a timely fashion;
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Ensure billing information is correct & owner information is listed with their authorization for service for each service call. Should be capable of booking 180-200 service calls a month;
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Verify the accuracy of job type and billing information;
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Collect and accurately enter payment information in the appropriate location in the customer file; and
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Maintain confidentiality and accuracy of payment information to ensure compliance with governmental regulations concerning the security of customer's personal data.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Qualifications/Requirements:
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Sitting at a desk for sometimes long and continuous periods of time;
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Answering or making calls on the telephone for sometimes long and continuous periods of time;
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Using a keyboard to perform research, and to communicate through written means for sometimes long and continuous periods of time;
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Looking at a computer monitor for sometimes long and continuous periods of time;
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Occasionally standing, walking, reaching, and stooping;
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Lifting up to 30 lbs.;
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Exposure to various noise levels;
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High School diploma is required;
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Experience with processing various permit types, including plumbing/gas, mechanical, electrical, construction, change to building permits, as well as handling deferred submittals;
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Experience in performing administrative tasks within a professional office environment;
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Ability to book 180 to 200 service calls a month;
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Knowledge of TMS service module;
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Strong organizational, time-management, and problem-solving skills and ability to meet tight deadlines;
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Must exhibit a high level of confidentiality;
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Excellent written and oral communication skills;
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Strong organizational, time-management, and problem-solving skills and ability to meet tight deadlines;
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Team player;
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Strong understanding and experience in operating service appointment booking software, particularly Service Titan;
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High proficiency in MS Office365, including Word, Excel, Outlook, PowerPoint, and SharePoint; and
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Working knowledge of all standard office equipment.
Benefits: We offer Paid Time Off, Holidays, Sick Leave, and more!
Job Type: Full-time
Salary: $17.00 - $21.00 per hour
Ideal Plumbing Heating Air Electrical provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
To Apply: Submit resume, cover letter, and references (optional) to Human Resources at craig@idealservice.com. Position is available immediately.