Customer Service Representative

About Harts:

Harts Plumbers, Electricians, & HVAC Technicians is the premier plumbing, electrical, and HVAC company in the Tacoma & Seattle area, and we pride ourselves on caring more. Caring more about the homeowners we work with, the community we serve, and mostly the employees who make us who we are. We are a rapidly growing team with steel strong core values, looking for a CSR to join our family. The CSR will report to the Customer Experience Manager.

Position Summary:

The Harts Customer Service Representative Lead is responsible for booking inbound and outbound leads as directed as well as other key CSR job functions.

*Position is not remote*

JOB PARAMETERS:

The CSR is a full time, hourly position. The first two weeks during training will be scheduled for Monday-Friday 7:00am – 4:00pm. After training, two schedule options are available for selection (scheduled weekends): Saturday – Wednesday 8:00am – 5:00pm (5 days a week, 8 hours shifts) OR Saturday – Tuesday 7:00am – 6:00pm (4 days a week, 10 hours shifts). Occasional overtime is expected, as requested.

POSITION RESPONSIBILITIES:

• Follow our core values and have an excellent attitude
• Provide excellent customer service
• Make outbound happy calls and ask customer for reviews
• Answer incoming calls by the second ring ,follow inbound and outbound scripting and overcome customer objections to book leads.
• Write and address thank you cards for customers
• Order gifts for customers in adherence to company guidelines
• Book inbound and outbound leads
• Perform dispatch procedures for EOD or as required
• Have a full understanding of the call center procedures, goals, and responsibilities
• Completed all training scheduled as defined by CEM
• Participate in training calls with Nexstar coach
• Learn and use functions in service titan Perform key functions in Service Titan (S.A. Booking a call, scheduling a recall, scheduling a follow up, reviewing customer account and inputting notes)
• Learn and understand functions of the Dialpad app
• Comply with current attendance and disciplinary policies
• Performs other duties as assigned

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the company. Since no position description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.

CORE VALUES:

As a team member at Harts, you are expected to embody and uphold our core values in your daily operations and interactions:

1. Grow Or Die: Embrace opportunities for professional development and continuous improvement, actively seeking ways to enhance your skills and contribute to the team’s success.
2. Direct, With Respect: Communicate openly and respectfully with team members and customers, fostering a collaborative work environment and addressing challenges constructively.
3. WIT – Whatever It Takes: Take ownership of your responsibilities, demonstrating a proactive approach to problem-solving and supporting your teammates to ensure smooth operations.
4. Pride of Workmanship: Strive for excellence in every task, ensuring accuracy and quality in your work, and taking pride in the contributions you make to the team.
5. Service Excellence: Commit to delivering outstanding service and support, enhancing the overall experience for both internal teams and external customers.

REQUIRED EXPERIENCE AND ABILITIES:

• Excellent verbal communication, active listening, and customer service skills
• Ability to motivate and coach peers
• Ability to execute directions accurately and with speed
• Excellent organizational and multi-tasking skills and attention to detail
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and delegate when appropriate
• Team player with a positive can-do attitude

EDUCATION AND LICENSING REQUIREMENTS:

• High school diploma or equivalent required.
• At least one year of related work experience is required.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working with a telephone and computer.
• Must be able to lift up to 15 pounds at times.

WORKING CONDITIONS:

• Office/Call Center environment.

WHY WORK FOR US:
Our benefits package offers Medical, Dental and Vision, 401K with employer match, Life Insurance, Long-Term disability, paid holidays, paid vacation/sick leave. We also encourage employee growth opportunities.

We are an Equal Opportunity Employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or veteran status, or any other protected class.

Location: 3510 S. Pine St, Tacoma, WA 98409

Job Type: Full-time

Pay: $20.00 – $20.01 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• No nights
• Weekend availability

Ability to commute/relocate:

• Tacoma, WA 98409: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Required)

Work Location: One location