Client Service Representative
We are looking for positive minded team members to help with tasks in our office at our heating and air conditioning company, Comfy Bear Heating Air & Plumbing, in Edmond, OK and Oklahoma City metro area. We are hiring for Client Relations Experts that will be answering phones and scheduling appointments as well as other office tasks needing done. If you are a people person, a go-getter, and a team player give us a text at 405-595-0162 or message us through this post below. We look forward to meeting you! in Edmond, OK and Oklahoma City metro area.
Result Statement: Provide excellent customer service by accurately communicating with the customer & the technician, establishing service expectations while conveying empathy, building trust & ultimately booking jobs. Upholding company quality standards as well as meeting & exceeding customers’ expectations, thereby contributing to the overall company vision.
1. Answer incoming calls.
a. Answer incoming calls within three rings
b. While on the phone with the customer always follow our “Flow to Success”
c. Maintain a minimum booking rate of at least 80% as per the call guidelines
2. Book & schedule service calls per Procedure and assist the dispatcher with maintaining the dispatch board. Including notifying customers of scheduling changes.
3. Follow up on all customer inquiries or additional work needed until customer’s issue is resolved. Schedule all necessary follow up jobs.
4. Make “Follow Up” phone calls on estimates given the previous week according to Procedure. Track results.
5. Keep Service Titan updated by cleaning up customer’s information, sales tax entity and categorizing un-booked calls.
6. Participate in opportunity Saturday rotation monthly, including answer the on call phone, dispatching and working a rotation.
7. Issue PO’s when needed by following the PO Procedure.
8. Make Happy calls to customers in accordance with our Happy Call Procedure.
9. Promote service club memberships, explaining the benefits to prospective customers.
10. Make sales follow up calls daily.
11. Monitor, call and schedule leads from all lead sources.
12. Submit additional signed paperwork when required by customers.
13. Upon booking estimates, create half down statement, inform customer, obtain signature and arrange for payment when appropriate.
14. PSP training and testing to achieve minimum of level 3 performance.
15. Attend weekly CSR meeting, making it a priority to be present on meeting days.
16. Assist office manager or controller with requested tasks or projects.
Company Wide Standards:
1. All work will be performed in accordance with all government laws, regulations, ordinances, and court rulings in those jurisdictions in which the company operates.
2. All routine work will be documented in an operation manual. The information included in the operations manual is proprietary.
3. All work will be performed according to company policies and standards inherent in all position agreements, system action plans, employee manuals, ongoing policy memoranda, and facilities and dress codes.
4. Client and company information will be held as strictly confidential outside the company.
5. All telephone calls, both internal and external, will be returned within one business day and within two hours whenever possible.
6. Manager will be notified in an exception report of any issues to be resolved or deadlines that cannot be met by reporting person, prior to the due date.
7. All innovation will be quantified, tested, and improved, then documented for routine implementation (i.e. well-orchestrated once proven).
8. Problems with any system must be brought to the attention of manager in an exception report so the system can be improved, within the structure of the operations manual.
9. All policy memoranda indicating changes in policy and/or procedure will be stored in each employee’s operations manual, until the time an updated procedure is provided.
10. Employees will provide staff assistance as requested; each employee may be asked from time to time to cover other areas of accountability and/or departments.
11. All business communications, whether verbal, visual, or written, whether for internal or external use, will be professional in tone and content and in accordance with applicable and existing company policies and standards.
12. Employees will respect each other’s time, space and need for concentration. Socializing and interruptions must not impede workflow.
13. Employees will have regularly-scheduled meetings with their manager.
14. Employees are encouraged to recommend ideas for the improvement of their department and position that are consistent with the company’s Vision.
