Customer Service Representative - Williams Comfort Air

Come join Williams Comfort Air/Mr. Plumber - one of the largest HVAC and plumbing companies in the entire Midwest. How did we get here in such a short period of time? We keep on growing because we only hire the best (that's YOU) and our client's love us for it! People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.

The Role

The goal of the Customer Service Representative/ Client Care Specialist is to convert inbound calls into booked service appointments for our technicians across HVAC, Plumbing, and Electrical trades. You will build a trusting relationship with each client. You will also skillfully follow the call flow process and be proficient in using the required business systems to fulfill your responsibilities.

Hours of operation are Mon-Fri 7am-7pm, Sat-Sun 7am-5pm. 

The training period for this position is about 4 weeks long with a schedule of Mon-Fri 10am-7pm.  The actual schedule will be full time and will be assigned based on availability after training. 

What's In It For Me?

• Clearly Outlined Career Path $16-$17/hr + biweekly commissions and monthly bonuses
• Industry Leading Total Compensation Plans
• Medical (as low as $1), Dental and Vision Insurance
• Company Matched Health Savings Account and 401k Retirement Account
• Employee Personal Loan Program
• FREE Long-Term Disability Insurance, Employee + Family Life Insurance, Wellness Program and Employee Assistance Program (Mental Health)
• Voluntary Short-Term Disability Insurance, Accident Insurance and Critical Illness Insurance
• Six (6) Paid Company Holidays
• One (1) Paid Community Service Day
• Company Paid Personal Time Off (Up to 4 Weeks)
• Company Paid Other Time Off (Bereavement & Jury Duty)
• Employee Discount 
• Friends & Family Discount 
• Industry Leading Training Programs
• Additional Income Opportunities
• A place you LOVE to come to work each day and so much more!

What Will I Do?

• Establish trust through building credibility and rapport with internal and external clients in order to meet and understand needs.
• Embrace and proactively seek out development opportunities through continued training and one-on-one coaching.
• Deliver call scripts with an authentic cadence and clarity in a manner that is compelling and personable.
• Ensure understanding by applying advanced listening skills (echoing) to ensure accurate information is relayed to Dispatch.
• Respond to client concerns with empathy.
• Take control of the client call by applying advanced telephone etiquette skills (tone, read clients, structure).
• Proactively find ways to fill the schedule (e.g., outbound calling).
• Enter all client data with 100% accuracy into the appropriate computer system.
• Assign priority level of a service call appropriately by understanding urgency.
• Schedule client requests accurately by understanding technician competencies and skill sets.
• Provide exceptional service by arriving mentally prepared.

Do I Have What It Takes?

• Tenured work history, likely in any field of customer service 
• Proficient with computers and learning new programs
• Typing 30+ WPM 
• Excellent written and verbal communication skills
• Multitasking abilities are a huge plus