Call Center Representative

**Are you a charismatic customer service expert who puts the customer first?**

**We're Growing again and seeking** to hire both **full-time and part-time Customer Care Call Center Agents** to book plumbing and HVAC appointments with our 5 Star service technicians to solve our customers needs. You will work closely with all departments to ensure that our customers receive **“5 STAR SUPERSTAR SERVICE THAT’S OUT OF THIS WORLD”**

**Are you energetic and ambitious customer focused individual?**

**Are you looking for rewarding carer not just your next opportunity ?**

**Do you enjoy helping people and can provide 5 Star Customer Service?**

**Can you take initiative and multi-task?**

**Are you detail-oriented, teaM/Family focused, and organized?**

Are you ready to **work for a thriving company who’s been providing 5 star residential plumbing, heating and cooling services for over 25 years. Work for a company that believes in and supports you**? If so, keep reading about this **Customer Care Call Center Agents position**

**What’s in it for you? **Excellent question You want to work for us because We can promise you a new opportunity with:

- **Great opportunity and pay**
- **Paid Training to empower our team by expanding their skills.**
- **Most importantly: The personal satisfaction of working for an essential company that you will love, while directly growing, and building within our team of 5 Star Superstar Champions who will directly impact the lives of the customers we serve.**

**A DAY IN THE LIFE OF A Customer Care Call Center Agents**

The position of Customer Care Call Center Agents is essential at Always Plumbing & Heating. It is our customer’s first experience when deciding to use our company. It is an important responsibility, as this is the point at which we first begin to establish, grow and maintain our customer base.

A day in the life of a call center agent with always Plumbing and heating.

Begin your day with a quick team huddle meeting focussed on our teams success celebrating yesterdays wins and setting todays goals.

Log in to our virtual phone system and begin helping customers who are calling you in their greatest time of need.

Book in service appointments

Answer their questions and guide them to the correct answer

Dispatch 5 Star Superstar service technicians to appointments

Follow up with customers by performing Happy Call surveys

Call our loyal Maintenance Members to book in their annual service appointments

Follow up on missed opportunities or renewal appointments

When the calls are slow

Assist with administrative tasks

Enroll in our virtual training classes to grow and enhance your skills

Assist in understanding our CRM SOFTWARE and help implement changes to make it that much better

Learn a different role to help develop your skills for advancement opportunities

Assist other Family members to ensure everyone on the team is successful in providing 5 star superstar service.

End you day knowing you played a huge role in helping allot of customers ensure their families safety and comfort in their home.

Any one performing in this capacity must have out of this world communication skills both verbal and written. Alongside superior professionalism that will allow for effective 5 star superstar service with the customer. **We all hold ourselves to very high service and integrity standards.**

Specific Job Requirements
- Follow all customer call steps outlined in the procedure guide and process maps to secure the service call booking
- Follow call-taking script’s on all calls
- Be a team player
- Maintain required call ratio’s
- Achieve performance metrics set forth
- Follow systematic processes and procedures efficiently
- Perform computer functions with skill, efficiency and accuracy
- Outbound calls
- Handle any unhappy customers effectively and make general manager aware of challenges
- Participate in ongoing skills training to be better at your role everyday while you learn and grow with us
- Ensure you communicate all promotional offers to the customer on every call.
- Flexibility as we are a 24/7 service company

Other Job Requirements
- Excellent communication skills required for both the customer as well as the team.
- Treat all team members with respect and kindness as if they were your customer
- Ability to multitask and handle complex scheduling demands and conflicts
- Handle all concerns with the utmost professionalism for customers and team members.
- Ability to multi-task

Location
- This is a Hybrid position both work form home and in office position. This would require a phone, computer or tablet and reliable internet connection.
- MUST LIVE IN THE EDMONTON AREA FOR IN-PERSON INTERVIEW AND TRAINING

**Job Types**: Full-time, Part-time, Permanent

**Salary**: $15.00-$18.00 per hour

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 25-40 per week

**Salary**: $15.00-$20.00 per hour

**Benefits**:

- Casual dress
- Dental care