Call Center Representative

• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and
• Provide accurate and detailed information about products, services, and company policies to customers.
• Investigate and resolve customer complaints or concerns, escalating to higher-level support when
• Maintain a high level of product knowledge to effectively assist customers with booking appointments
• and educating them on membership opportunities and benefits.
• Document customer interactions, including details of inquiries, complaints, or actions taken, in the
• appropriate systems or databases.
• Follow established command center scripts, procedures, and guidelines to ensure consistent and quality
• customer interactions.
• Meet or exceed individual and team performance targets, including average call handling time, customer
• satisfaction, and first-call resolution.
• Collaborate with other team members and departments to resolve customer issues and improve overall
• customer experience.
• Stay updated on company products, services, promotions, and policies to provide accurate and up-to-date
• information to customers.
• Participate in ongoing training and professional development programs to enhance knowledge and skills.
• Adhere to command center policies and procedures, including confidentiality and data protection
• Contribute to a positive and supportive team environment, actively sharing knowledge and best practices
• with colleagues.
• Identify opportunities for process improvements and provide feedback to supervisors or managers.
• Adapting to a flexible work schedule, including evening shifts, weekends, and holidays, as required.

• High school diploma or equivalent; additional education is a plus.
• Previous experience in a customer service or command center role is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle difficult or irate customers with patience and professionalism.
• Familiarity with command center software and systems, including customer relationship management
• (CRM) tools and telephony systems.
• Proficiency in using computers and navigating multiple software applications simultaneously.
• Strong multitasking and organizational skills with the ability to prioritize and manage time effectively.
• Attention to detail and accuracy in data entry and documentation.
• Ability to work well both independently and in a team environment.
• Positive attitude, resilience, and adaptability to handle a high-pressure work environment.
• Customer-centric mindset and a passion for delivering exceptional service.
• Ability to maintain professionalism and composure during challenging customer interactions.
• Willingness to adhere to command center metrics and performance goals.

• Paid time off (PTO) & Holiday pay according to company policy.
• Continuous training and development opportunities.
• Medical, Dental and Vision Insurance
• 401K Plan with Company Match
• Long Term Disability
• Company Paid Life Insurance
• Flexible Spending Account
• Great Company Culture

Gem Plumbing & Heating