Call Center Representative
Erie, PA
Full Time
Mid Level
At Carlin Plumbing, LLC, we are looking for a dynamic, customer-focused professional to join our team as a Customer Service Representative. As the first point of contact for our clients, you’ll play a key role in delivering a positive, seamless experience. The ideal candidate is a clear communicator, thrives in a fast-paced environment, and has a genuine passion for helping others and resolving issues with care and efficiency.
What We Offer:
What We Offer:
- Health, dental, vision, life, and disability insurance options.
- 401(k) with company match.
- Health savings account (HSA) option.
- Paid holidays.
- Employee discounts.
- Convert incoming customer calls into booked service appointments.
- Respond promptly and professionally to customer inquiries via phone, email, and in person, ensuring clear communication and exceptional service at every touchpoint.
- Deliver call scripts with an authentic cadence; be clear, compelling and personable.
- Collaborate closely with dispatchers and project managers to ensure efficient project scheduling, minimize downtime, and maximize technician productivity.
- Make outbound calls to new and existing clients to schedule appointments, confirm details, and ensure a smooth service experience.
- Respond to customer requests, resolving issues and promoting the brand.
- Adhere to the company’s plan for resolving customer complaints quickly and favorably.
- Maintain and update customer database with complete and accurate information.
- Availability to work full-time, Monday through Friday from 8 AM to 4:30 PM, and on-site in the office daily.
- Prior experience in a customer service or call center role, preferably within the plumbing, HVAC, or home services industry.
- Excellent verbal and written communication skills with a friendly, professional demeanor.
- Strong multitasking and organizational skills to succeed in a fast-paced environment.
- Ability to deliver scripted messaging in a natural, engaging, and authentic tone.
- Skilled in handling customer concerns with empathy, patience, and effective problem-solving.
- Proficient in CRM platforms, scheduling software, and Microsoft Office Suite.
- High attention to detail with accurate data entry and record-keeping.
- Collaborative approach with the ability to coordinate effectively with dispatchers, technicians, and project managers.
- Reliable, punctual, and dedicated to providing outstanding customer service.
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