Customer Service Representative - Plumbing & HVAC

Job Description: Customer Service Representative

Roadrunner Plumbing & Air is a family owned and operated business. We strive to deliver the best service for all our valued customers. Our motto is “Swiftly Servicing Your Plumbing Needs” and we continue to “Deliver Quality Service with Integrity and Trust” our old motto that remains to be a critical part of our culture. Each member of our company is treated like family.

The job duties for this position may vary based on your level of experience.

Qualifications

• Proven customer support as a Client Service Representative
• Track record of meeting or exceeding performance goals/quotas
• Strong phone skills, including professional call handling and active listening
• Familiarity with Service Titan and standard office software
• Strong customer focus and ability to adapt/respond to different personalities
• Excellent verbal and written communication and professional presentation skills
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment

Job Responsibilities

• Identify and clearly capture customers’ needs so office staff and technicians understand the Service Call
• Manage multi line inbound calls
• Build sustainable relationships and trust with customers through open, interactive communication
• Learn and understand our plumbing and HVAC services to properly translate customer needs to Plumbing and HVAC Technicians
• Provide accurate, valid, and complete information using the tools, resources, and methods provided
• Meet personal and team customer service targets and call-handling quotas
• Follow all communication procedures, guidelines, scripts, and company policies
• Go the extra mile to engage with customers, showing empathy, professionalism, and care over the phone
• Motivated to take on additional office duties

When not answering live calls, complete outbound call campaigns, including

* Happy Calls (post-service check-ins) * Follow-Up Calls *...