Office Manager

Lesco Plumbing, Heating & Cooling is a family run small business in Caldwell, NJ. We have an excellent permanent opportunity available for an individual looking for a caring, family setting to work in. We are a dog friendly environment as well. This is not a corporate setting. Compensation is $20 to 30 per hour, health benefits, including dental & vision, retirement savings plan, after 3 months of employment, we offer 5 personal/sick days, and 1 week paid vacation for the 1st year, and accrue up to 2 weeks vacation after that.

Job Summary: Processes service requests, prepares paperwork for escalated calls, and fulfills customer needs to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within call center environment.

JOB DUTIES:

• Provide Fast Friendly and Fun customer service to both internal and external customers

• Answer incoming calls related service, billing, and other departments

• Schedule service/estimate appointments in a timely manner

• Make out bound calls to book, confirm, and survey upcoming or completed appointments

• Manage customer concerns and work to resolve them efficiently and effectively

• Other assigned duties as directed by management

• Help less experienced representatives understand our Brand, Policy and procedures

• Provide Fast, Friendly and Fun customer service to both internal and external customers

• Communicate with technicians and other departments via email, text message and phone

• Answer incoming calls, emails, and txt messages to close out calls for technicians and sales

• Office hours will be Monday through Friday from 7:30 am to 4:30 pm, with possible O/T when needed.

Maintain scheduled calls on A Dispatch board making sure that all calls are scheduled on the appropriate technician and update customers as needed of technicians ETA

• Answer incoming calls from customers related to service, billing, and other departments

• Make outbound calls to schedule, confirm, and survey upcoming or completed appointments

• Manage customer concerns and work to resolve them efficiently and effectively

• Other assigned duties as directed by management

JOB REQUIREMENTS

Education and Experience:

• High school diploma or equivalent
• 2-5 year experience in a customer service environment
• Intermediate knowledge of standard concepts, practices, and procedures within HVAC OR PLUMBING (A HUGE PLUS! BUT WILLING TO TRAIN THE RIGHT INDIVIDUAL)

KEY COMPETENCIES

• Honesty and integrity
• Excellent customer service skills
• Ability communicate empathy
• Critical Thinking and problem solving
• Detail oriented
• Adept learner
• Able to multitask
• Proven ability to process high volumes of work with great accuracy
• Basic knowledge of Microsoft Office applications (Outlook, Excel, Word)
• Advanced Knowledge of WINTAC a plus
• Excellent written and verbal communication skills

Interested in this position? – Please submit resume in form  below!