Pay:

• Clear Path to $85K Annually

Hours: 

• Full-Time

• Operating hours for the company are 7 AM - 7 PM Monday through Saturday 

Benefits:

• Commissions 

• Spiffs

• Company Challenges 

• Medical, Dental, And Vision

• HSA - Health Savings Account (Optional) 

• 401k 

• Professional development

• Company Culture 

Minimum Qualifications:

• Strong customer service skills

• 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

• 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

• Self-starter, reliable, flexible with hours

• High school diploma/GED required

• Associate degree preferred but not required

• Strong knowledge of Microsoft Excel, Word and PowerPoint

• Bilingual a plus, not required 

Physical Requirements:

• Climbing up and down stairs from time to time

• Moderate lifting may be required (15-20) pounds

• Ability to work more than 40 hours per work week 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

• Dress code is business casual

Job Summary:

The Customer Care/Service Representative (CCR/CSR) supports the day-to-day operations of the company and serves as the primary point of contact for customers. The CSR is responsible for answering phone calls, obtaining customer information, booking service appointments, and addressing customer concerns to ensure a high level of customer satisfaction. In addition to these tasks, the CSR proactively engages in outbound calls for follow-up, customer satisfaction checks, and generating additional service appointments during slower periods. The CSR also plays a key role in dispatching and coordinating with field personnel to ensure efficient scheduling and timely service delivery. The ideal candidate we’re looking for is professional, friendly, intelligent, logical, and not afraid to make outbound calls. To excel in this role, the CSR must be a team player, think creatively and critically, and manage reports and data effectively.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

• Customer Interaction: Assist in taking all incoming customer calls, recognizing that this is where the customer will form their first impression of the company. Good communication with the customer is essential! Ensure that taking care of the customers takes higher priority than any other task and that the customers are enthusiastic about how they are treated. Maintain a courteous and pleasant demeanor whether on a phone call or not, knowing that courteousness affects the spirit of other team members.

• Efficient Call Handling: Make sure that the phone is answered before the third ring and that the approved company greeting is used each time.

• Proactive Customer Communication: Notify customers ahead of time if the technician is not going to arrive at their home within the scheduled time window and reschedule the time to the customer’s satisfaction.

• Outbound Calling: Engage in outbound calling to follow up on technician recommendations, schedule additional service appointments, and conduct customer satisfaction surveys (happy calls) to ensure ongoing customer satisfaction and generate new service opportunities.

• Club Membership Management: Ensure that Club Membership customers are continually contacted. Schedule extra service appointments to make up for any shortfall of repair calls. Meeting the budgeted number of service and repair calls each day is critical, as residential replacement leads often stem from these calls.

• Dispatching and Coordination: Assist with supervising and dispatching all service and maintenance calls to ensure maximum efficiency in scheduling without compromising customer satisfaction. Coordinate with field personnel to optimize technician schedules and minimize downtime.

• Post-Service Follow-Up: Debrief technicians after each call, ensure payment collection, and address any customer concerns or additional service opportunities.

• Upholding Company Values: Adhere to Electricode's core values of faith, family, communication, understanding, trust, action, integrity, innovation, and education in all interactions and responsibilities, as well as the Team Rules.

About Our Company:

At Electricode, we are dedicated to wiring our community for success by delivering top-notch electrical services with integrity, innovation, and a commitment to excellence. Our mission is to provide safe, reliable, and efficient electrical solutions while building strong relationships with our customers through trust and exceptional service. We value faith, family, communication, understanding, and continuous education, all of which drive our team to deliver the highest standard of workmanship and customer satisfaction.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.