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Customer Care Agent (Remote)
- LOCATION: Remote
- PAY RATE: $17.00-$22.00
- TYPE: Permanent + Benefits
- HOURS: 40 hrs/week
- REPORTS TO: Customer Care Manager
- Accepts incoming calls from customers regarding plumbing and/or water heating issues;
- Provides professional technical assistance over the phone, using resources and systems provided;
- Attempts to help callers diagnose, troubleshoot and resolve the issues over the phone;
- Uses NetSuite to take notes while talking on the phone;
- Coordinates and schedules service calls, sets up appointments and follows up on appointments completed;
- Makes calls to customers to confirm resolution of issues and/or provide updates in status or scheduling;
- Helps customers to find information for parts and/or products;
- Updates customer accounts when new information is provided
- Follows department SOP's and workflows to enter information in ERP system, including, i.e.: date, time, stated problem, functions or attempts performed, diagnostic data or error codes, parts ordered, service scheduled, etc.,
- Demonstrates a sense of urgency with regard to responding to, resolving and closing customer cases;
- Escalates serious issues or concerns to next tier or management in critical situations that require prompt attention;
- Excellent verbal and written communication skills;
- Readjust/ reprioritize using sense of urgency based on needs of business
- MUST possess High School Diploma, GED or equivalent and be authorized to work in the US;
- MUST have a dedicated in-home office space with an expedient and dependable wifi connection;
- MUST have a minimum of 1-3 years recent customer service / high volume call center experience;
- MUST be able to work a designated full-time shift;
- MUST demonstrate good telephone etiquette and adhere to company dress code;
- MUST be willing and able to perform accurate data entry while listening and speaking with customers over the phone;
- Ideal candidates will have a good understanding of commercial HVAC, tankless water heating and/or hydronics;
- SUBJECT to successful completion of standard background / drug screen
- PPO Medical, Dental, Vision, Ortho, & Prescription Insurance
- Flexible Spending Accounts (FSA) for health and dependant care
- 401K Plan with a 100% match on employee's contribution, up to a max of 6%
- Employee Purchase Programs for discounts on Noritz products
- 10 paid holidays per calendar year
