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Form of workOverview:
American Residential Services is the largest provider of residential services in the US, employing more than 7000 professionals across the country. ARS has been serving its customers with HVAC, Plumbing and Electrical solutions for over 45 years since its establishment in 1975.
At ARS, the value of your customer service delivery will never go unnoticed, the opportunity for career advancement is abundant. We are seeking a few incredible people to join our Call Center Team that is known to set the standard for customer support and quality assurance.
LOOK at what’s NEW in 2024 for full-time employees...
- Low-Cost Health Insurance Plans starting at $5 a week.
- Free 24/7 Virtual Telemedicine Services from your first day of employment.
- Enhanced Dental Insurance options.
- NEW Pet Insurance Plan - Protect all of your loved ones!
- NEW Legal Insurance Plan available.
For this full-time positions, we are looking for an experienced Call Center customer service rep with team lead or supervisor experience with the ability to oversee and monitor Call Center employees. Provide training and feedback for the team, ensure that the team goals are met, and make performance assessments for each member.
**This position is NOT remote**
Responsibilities:
- Coordinates and supervises customer service functions to meet and exceed customer service expectations and support service operations.
- Supervises and develops the customer service department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
- Identifies and implements continuous improvement initiatives by analyzing and recommending enhancements to current customer service systems and processes.
- Performs call evaluations and provides feedback and/or suggestions for improvement.
- Resolves customer complaints to ensure customer satisfaction. Assists staff members in the resolution of problem issues. Tracks incoming customer complaints and follows-up as necessary.
- Resolves price discrepancies and some collection problems.
- Reports and coordinates damage issues with the insurance carrier.
- Composes apology letters and issues credit certificates to customers or takes other actions depending on the severity of the problems.
- Assists in answering incoming customer telephone calls.
- Assists in processing service orders and scheduling appointments for service.
- Communicates with dispatch to ensure service appointments are properly communicated.
- Notifies customers of estimated times of arrival and may dispatch technicians to appointments.
- Maintains all warranty and maintenance contract information and files.
- Generates warranty invoices and submits to the corporate office for payment.
- Gathers data and statistics to create reports for management review.
Required Credentials:
- Able to work outlined FT schedule, including weekends
- Must speak fluent English/Spanish
- High School diploma, or GED equivalent
- 4-6 years of customer service experience required. Related experience and/or advanced training or any equivalent combination of education and experience may be substituted.
- Must be computer literate with knowledge of Microsoft Office products. Strong communication and interpersonal skills are required.
*This posting provides details on potential compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as an offer. **Sign-On Bonuses may be available; amounts depend on experience and will be paid out according to an offer letter addendum. American Residential Services provides equal employment opportunities to all individuals, both applicants and employees, without regard to race, color, religion, pregnancy, gender, marital status, national origin or ancestry, citizenship status, disability, medical condition, genetic characteristics or genetic information, age, military service or veteran status, or any other characteristic protected by applicable federal, state, or local laws prohibiting discrimination. For more information about how we collect and use personal information, see our privacy policy here: https://www.ars.com/privacy-policy.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Evening shift
Work Location: In person
