FULL JOB DESCRIPTION

Excel Plumbing & Air was founded in 2001. Our front office staff is second to none, with professional and friendly team members working around the clock to keep our customers happy and our employees informed.

While we have grown in numbers, we retained the culture of a family and community. We pride ourselves on offering honest, affordable, and quality work to our customers.

We are looking for an Online Customer Support Representative to join our team, someone with a passion for serving customers, stellar communications skills, and proven ability to multi-task in high-volume environments.

Job Responsibilities:

-Respond to online inquires
-Answer all incoming calls.
-Book customer appointments from incoming calls in Service Titan
-Inquire how customers heard about our company.
-Determine the service and scheduling needs of the customers.
-Assist with customer issues.
-Review location history for any previous work done
-Check whether owner or management are responsible for payment
-Obtain payment information (if owner is not on site)
-Review all open opportunities in Titan and follow up.
-Request online reviews
-Listen for cues and new information to offer additional services.
-Outbound calling to current commercial and residential customers.
-Identify urgency and prioritize the calls from customers and management Companies
-Alternate taking emergency phone home in evening and weekends
-Other duties assigned by managers