About the company Lee's Air, Plumbing, and Heating was founded in 1981 and incorporated in 1991. Over the last few decades, Lee's has prided itself as being a premium service company with a focus on our customer's satisfaction with our service. Our mission is simply to "Serve People. Our Customers, Our Coworkers, & Our Community and have Fun Doing It." Just check out our billboards. This mission extends to each department as we assist our coworkers and field specialists to deliver the best service possible to our customers and identify ways to better serve them. We have company events such as the Lee's Games with interdepartmental competitions, taco trucks, and blood drives. We look forward to getting to know you and how you may be a part of our expanding team.
About the Call Center Representative Position We're seeking a personable, customer service oriented individual to join our team as a Call Center Representative. As the primary link between our company and both current and potential clients, you'll be responsible for providing top-notch assistance to those reaching out to us over the phone.
In addition to having excellent customer service skills, you'll also need to be detail-oriented and able to find solutions in a timely, efficient manner.
Call Center Representative Responsibilities
- Handle inbound and outbound client calls in a timely manner
- Follow company's call center scripts
- Respond to customer needs efficiently and accurately, whether troubleshooting a problem, fielding a complaint, or assisting with other issues
- Work with the client to verify or clarify information
- Diffuse angry or upset clients as needed
- Build relationships with customers based on trust and reliability
- Record all conversations in CRM software, leaving accurate notes in case the client calls back and needs further assistance
- Make sales or recommend additional services and products to customers
- Attend all necessary training as needed
Call Center Representative Requirements
- Previous experience in a customer service role, preferably as a Call Center Representative
- High school diploma/GED preferred
- Exceptional customer service skills
- Excellent organizational and multitasking skills
- Superb verbal communication skills
- Proficiency with computers, particularly CRM software and Microsoft Office Suite
- Quick and accurate typing skills
- Strong critical thinking and decision making skills
- Bilingual speakers preferred but not required
Perks - Monthly company meetings with breakfast provided
- Snack store on site
- Weekly lunches based on company meeting target metrics
- On-site gym & Basketball hoop
- Arcade machines
Competencies Be able to successfully demonstrate industry knowledge and observe safety and security procedures.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience - High School Diploma (Required); or
- 0 - 2 years related experience and/or training; or
- equivalent combination of education and experience.
Language Skills Ability to read and comprehend instructions, correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Bilingual (English/Spanish) is a plus.
Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Understand and use KPI metrics
Other Skills and Abilities In addition to the above, the following may also be required of the successful candidate:
- Excellent organizational skills
- Excellent attention to detail
- The use of good judgment and good interpersonal communication skills
- Well-developed analytical and problem solving skills
- Exercises confidentiality and discretion
- Ability to work independently in a fast paced environment
- Multitasking capabilities
- Strong negotiation and interpersonal skills
Work Environment The work characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to perform complex tasks requiring independent knowledge and application to non-routine situations.
The noise level in the work environment is usually quiet. May be exposed to dust, fluctuation in inside temperatures and electro-magnetic radiation as in a computer screen.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee frequently required to sit and talk or hear, use hands to finger, grasp, handle, feel or operate objects, tools or controls. The employee is occasionally required to climb, balance, stoop, kneel, crouch, reach with hands and arms, walk; lift, push, or pull objects up to 20 pounds. Hand-eye coordination necessary to operate computers and various pieces of office equipment. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Benefits - 401K
- Retirement Match (up to 3%) eligible after a year of employment
- Dental Insurance
- Health Insurance
- Retirement Plan
- Vision Insurance
- Paid Time Off
Salary Range $18.00-$20.00
Job Type Full-Time