Customer Service Representative - Baethke Plumbing

Baethke Plumbing is a leading plumbing company that has serviced Chicago's Northwest side and the Northwest suburbs for over 30 years. We are dedicated to providing high-value plumbing solutions to both residential and light commercial clients. With a reputation for unmatched customer care, service excellence, and dedication to client satisfaction, we are excited to expand our team with a passionate and customer-focused Customer Service Representative. In this role, you will be the first point of contact, providing exceptional support and ensuring a positive experience for every client in our plumbing service department.

Why Work for Baethke:

• Supportive and collaborative environment
• Ongoing training and professional development
• Paid time off
• Employer-paid Health, dental, and vision insurance
• 401(k) with company match

Schedule: Monday - Friday 8:00 am to 4:00pm, but can vary depending on seasons

Compensation: $20.00 an hour

Responsibilities

• Dispatch, schedule and close out calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within an office environment.
• Answer all incoming calls in a pleasant, empathetic manner. Must be able to carry on a pleasant conversation with clients, as your voice is the customer's first impression of our company
• Must be able to handle multiple duties back-to-back, such as answering more than one phone line, and taking information quickly, then completely and accurately dispatching the information to technicians.
• Maintain scheduled calls on the dispatch board, making sure that all calls are scheduled with the appropriate technician and update customers as needed of technicians' ETA
• Answer incoming calls from customers related to service, billing, and other departments
• Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
• Manage customer concerns and work to resolve them efficiently and effectively
• Maintain several social media platforms
• Must be able and willing to assist in various unlisted administrative functions as required

Qualifications

• High school diploma or equivalent
• Minimum of 1 year experience in customer service and or dispatcher environment
• Intermediate knowledge of concepts, practices, and procedures related to construction industries
• Proven ability to process high volumes of work with great accuracy
• Basic knowledge of Microsoft Office applications (Outlook, Excel, and Word)
• Knowledge of social media platforms
• Service Titan experience or the ability to learn, is a plus

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