Customer Care Representative

About the role

Johnson Heating, Cooling, and Plumbing is seeking a Customer Care Representative to join their team in Franklin, Indiana.

Responsibilities

• Manage inbound customer communications: Answer incoming calls and emails to address customer questions, requests, and issues
• Using a company-prepared script, answer customers' questions and guide them to the best service-solution for their home
• Consult on customer success: Advise customers on leveraging products/services based on their unique needs
• Maintain working product knowledge: Ensure information given to customers is accurate, up-to-date, and strategic
• Track interactions in CRM: Record customer interactions in the internal system for cross-functional awareness and relationship development
• Perform outbound calls to customers and perform upselling responsibilities when necessary
• Conduct service-related, follow-up calls to check in on past customers and assess their current needs

Requirements

• A High School Diploma/GED is required
• Must pass a background check and drug screening
• High level of customer service Telephone Etiquette
• HVAC experience a plus, but not required
• Go-getter mentality and ambitious
• High attention to detail and good organization skills
• Good computer skills, specifically in Microsoft Office
• Positive attitude and winner mentality
• 1-2 years proven experience in supporting client success
• Excellent written and verbal communication skills
• Excellent interpersonal communication skills on a professional and technical level
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above-and-beyond service
• Excellent time-management and prioritization skills
• Bilingual a plus, but not required

Qualifications

Johnson Heating, Cooling, and Plumbing is an equal opportunity employer and encourages veterans to apply.