Customer Care - Plumbing Calls - ONSITE

FRG seeks Customer Care Specialist to answer inbound Plumbing Service Calls - ONSITE.

We're looking for a critical thinker with 1-2 years of hands-on COMMERCIAL plumbing experience, who can problem solve over the phone while using technology and providing exemplary service.

JOB DETAILS:

• Where: Onsite, in Comstock Park, MI
• Type: Full Time / Permanent Benefits
• Shift: Monday - Friday 1st shift, appx 8 am - 5 pm.
• Hours: 40 hr / week standard ( on call rotation )
• Pay: $18 - $22 / Hour to start
• On-call rotation (with bonus pay)

Facilities Resource Group (FRG) is an industry leader in Tankless Water Heating Systems Solutions. We need a technology-savvy former plumbing tradesperson to take inbound calls from customers and our own field service technicians.

The calls will center around the identification and solution of commercial plumbing issues. Need to have a good understanding of plumbing configurations / functions, as well as EXCELLENT plumbing problem-solving skills and experience in a dispatch or high-volume call center (this will help you solve issues over the phone).

Customers will call into the call center with plumbing-related questions, concerns or service requests that are directly related to the TANKLESS WATER HEATING SYSTEMS we install and service. Other calls may be plumbing-related but involving other water heaters!

You will take and log inbound calls, update and close tickets in the work order system, use the software to check accounts or information. You will demonstrate an appropriate sense of urgency in triaging the issues, in order to promote the highest possible rate of customer satisfaction. Follow up calls / completion calls and logs also required.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Demonstrates EXEMPLARY professional customer service in high volume arena;
• Conceptual understanding of plumbing configuration and functions, to essentially pick up a call and "translate" from layperson terminology into identifiable, real plumbing scenarios;
• Asks clarifying questions back to callers in layperson terms, in a way that makes the problem easy to talk about, understand and address;
• Applies calculated decision tree methodology and any extenuating circumstances;
• Navigates technology during calls to cross-reference or update accounts or data, sometimes using multiple systems, programs or screens interchangeably;
• Resolves problems successfully, resulting in client satisfaction and closed work order;
• Covers on-call rotation as per scheduling requirements;
• Completes documentation and follow-ups timely;

ESSENTIAL EDUCATION / EXPERIENCE:

• High School Diploma, GED or equivalent;
• 1-2 YEARS of COMMERCIAL PLUMBING EXPERIENCE;
• 1-2 YEARS of HELPDESK or CUSTOMER SERVICE CALL CENTER EXPERIENCE;
• TECHNOLOGY PROFICIENCY: Preferred in Oracle Netsuite; Sharepoint; Teams

ENVIRONMENT / WORK CONDITIONS:

• Onsite, indoors in Comstock Park, MI, within a well-lit, well-ventilated, modern facility
• Majority of work is performed from a stationary position in a quiet location

TO APPLY: Submit current resume.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Ability to Commute:

• Holland, MI (Required)

Work Location: In person