Client Services Representative

Service Champions is the largest Heating, Plumbing and Air Conditioning company in Southern California, driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability. We value our employees and provide a motivating working environment where your efforts are recognized and rewarded!!

The successful Client Services Representative candidate must possess a diverse skill set, be able to multi-task, work well under pressure, and make sound judgment calls. Our clients are promised 100% Satisfaction Guaranteed & our Call Center Reps are accountable for ensuring this happens during every single client interaction. This is a full-time position reporting to the Client Services Supervisor.

What you’ll be doing:

• Receive a 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
• Proactively gain and maintain a full understanding of our portfolio of products and services
• Efficiently enter accurate and detailed records of client interactions and actions taken
• Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts

What we’re looking for:

• 3-5 years of Call Center experience, HVAC & Plumbing Industry experience is a plus
• Ability to talk and type accurately; typing speed of at least 45 wpm
• Dedicated to providing superior client service
• Ability to manage multiple priorities within a fast-paced environment
• Strong judgment skills to make sound business decisions
• Proficient in Microsoft Suite Products, experience with SERVICE TITAN a plus
• Satisfactory passing of mandatory pre-employment drug screen & background check.

GROOMING:

Once hired, all employees must maintain a well-groomed appearance (i.e., a business-like haircut, clean-shaven (no facial hair), and no visible tattoos.)

WORK CONDITIONS:

• Regularly required to sit; use hands to handle or feel and type
• Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolve issues
• Frequently required to reach with hands and arms
• Occasionally required to stand; walk and stoop, kneel, crouch, or crawl
• May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus

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. We make hiring decisions based solely on qualifications, merit, and business needs at the time.