Customer Experience Representative

Description

Who We Are

Wilson, founded in 1958, is a third-generation family-owned company that is here to keep your home cozy, lights on and the water flowing.  We offer services in Plumbing, HVAC, Electrical, Restoration and more throughout Northeast Ohio.  Members of our staff have opportunities to earn competitive pay and rewards, grow in their careers and become a part of a great team.

Why Choose The Wilson Companies

• Compensation - Top of market pay among our industry
• Medical Insurance –  We pay 70% for you and your family's insurance premiums for health, dental, vision, and company paid life insurance
• Work life balance – Two weeks of PTO after 90 days, 7 paid holidays
• 401k Plan with a 3% match.
• $1500 ongoing education/training credit per year

Our Core Values

Betterment 

The ambitious pursuit of winning individually and as a team.

Accountability

We do what we say we are going to do.

Teamwork

Winning only happens when we work as a team.

Transparency 

We sell through education- not fear.

Position Overview

The CSR  supports the day to day functions of the company and is the primary point of contact for customers. As a Customer Experience Representative, your primary functions are to book jobs and set-up technicians for success by delivering an awesome customer experience.

Key Responsibilities

The essential functions of the CSR include, but are not limited to the following:

• Good communication with the customer is essential! Taking care of  our customers is a higher priority than any other task. We want our customers ecstatic about how they are treated.
• Have a courteous and pleasant demeanor on every phone call, in every email, and in person. Know that courteousness affects other team members’ spirit. 
• Outbound call experience - warm or cold calls.
• Answer every inbound call within 9 seconds using the approved company greeting each time.
• Meeting the target number of outbound calls to positively impact our customers. Creating interest for promotions and benefits of membership to both established customers, and new potential customers.
• Annual scheduled service appointments are booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical.
• Maintain a high degree of integrity and loyalty toward the Wilson company and brands.
• Follows and encourages the company Core Values
• All other duties as assigned

Requirements

Minimum Qualifications

•  High school diploma/GED required
•  Associate degree preferred but not required
•  Self-starter, reliable, flexibility with hours
•  Strong customer service skills
•  Tech savvy and proficient in using Share Site, Service Titan, Google Suite
•  Must pass random drug testing
•  Excellent interpersonal communication skills on a technical level
•  Able to work both independently and as part of a team
•  General knowledge of basic home service needs

Working Environment:

• in person; office environment

Desired Skills and Experience

If you can achieve the above and you find it fun and challenging - you have just the right amount.

If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about Wilson by visiting 

https://www.wilsonplumbingandheating.com/

Equal Opportunity Employer