Customer Care Representative

Customer Service Representative – Redmond, WA 21134 (Full-time W2)

Start a new career with Pearce Heating, A/C & Electric, Inc., locally owned and operated for 30 years serving the Redmond, WA and surrounding Eastside areas! Visit our website and check our 5 star Google reviews: https://pearceheating.com/

Target Pay: $22-24/hour (depending on experience) 

EMPLOYEE BENEFITS (What’s in it for you!):

• Medical, dental, and vision benefits with employer contribution
• Simple IRA with company matching
• Paid Time Off/Sick Time
• Tuition Reimbursement

The CCR supports the day-to-day operations of the company and is the primary point of contact for customers. The CCR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCR will work diligently to solve the problem, to the customer's satisfaction. As part of this responsibility, the CCR will develop and manage reports, and interact with field personnel to schedule calls efficiently. A successful CCR must have the ability to function as a part of a team and be able to think creatively and critically.

Responsibilities:

• Assist in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company.  Good communication with the client is essential!  Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.  Have a courteous and pleasant demeanor whether on a phone call or not.  Know that courteousness affects other team members’ spirit.
• Make sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Notify clients ahead of time if the technician/comfort advisor is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
• Make sure that Loyalty Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical because residential replacement leads are coming from those calls.
• Assist with supervising and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction. 
• Debrief technicians after each call and make sure they collected payment.
• Obey the company Code of Ethics and the Team Rules

Minimum Qualifications:

• High school diploma/GED required (Associate Degree preferred but not required)
• Self-starter, reliable, flexible with hours/shifts
• Strong customer service skills
• Ability to present and communicate professionally (written and verbal)
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel, Word, and PowerPoint
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within the department
• Bilingual a plus, not required

Physical Demands:

• Climbing up and downstairs from time to time
• Moderate lifting may be required (15-20) pounds
• Ability to work more than 40 hours per workweek and up to 12 hours per day

Working Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
• The dress code is business casual

The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.