Inbound Call Center Representative (High Volume)

Bell Bros. is Northern California’s Leading HVAC, Plumbing, Window and Door company. We have a history of high standards and have built our company on the important ethical business practices of honesty and fairness. We value our employees and provide a family-oriented and energetic working environment where your efforts are recognized and rewarded.

Bell Bros. has an immediate need for an enthusiastic, self-motivated Client Service Representative. Successful candidates are organized, able to perform in a fast-paced environment, and able to efficiently multi-task.  This is a full-time, non-exempt level position.

DUTIES AND RESPONSIBILITIES:

• Receive high volume of inbound calls as well as make outbound calls to existing clients, booking appointments at a high conversion rate
• Able to quickly identify the client’s request or concern and efficiently provide the most effective solution
• Effectively use critical thinking skills to solve problems for clients while consistently using the best judgment to determine the best solution
• Express empathy and compassion, taking full ownership of the client’s satisfaction
• Proactively gain and maintain a full understanding of our portfolio of products and services
• Effectively summarize and relay information
• Respond to incoming requests for cancellation of services and persuade our clients to retain their memberships or appointments
• Efficiently enter accurate and detailed records of client interactions and actions taken
• Consistently follow order entry guidelines with minimal errors
• Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts
• Work well independently within guidelines and complete work without requiring follow-up

SKILLS/QUALIFICATIONS:

• Experience with heavy call volume in a versatile environment
• Sales experience preferred
• Dedicated to providing superior client service
• Exceptional phone and interpersonal skills
• Exceptional written and verbal communication skills
• Ability to manage multiple priorities within a fast-paced, deadline-driven, multi-discipline environment
• Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner
• Ability to talk and type accurately; typing speed of at least 45 wpm
• Ability to sit for a majority of shift
• Proficient in Microsoft Suite Products, experience with Service Titan a plus
• Satisfactory passing of mandatory pre-employment drug screen and background check

BENEFITS:

• $18-$22 per hour depending on experience
• 401K
• Medical, Dental, Vision
• Life Insurance
• Paid Vacation
• Paid Holidays

GROOMING:

Once hired, all employees must maintain a well-groomed appearance (i.e., a business-like haircut, facial hair is acceptable but it must be well-kept and at 1/4 inch in length)

WORK CONDITIONS:

• Use standard office equipment, including computer, phone, copier/scanner, etc.
• Ability to work at a computer for long periods of time
• Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 25 pounds
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment
• The noise level in the work environment is normally moderate

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Service Champions makes hiring decisions based solely on qualifications, merit, and business needs at the time.