Customer Service Representative Job at Watkins Heating & Cooling in Dayton

Watkins Heating and Cooling was founded more than 30 years ago to provide top quality service with integrity to the Dayton, Mason and surrounding markets. We have achieved tremendous growth due to our strong commitment to customer satisfaction and a passion for our people.

You'll find that Watkins is like no other place you've worked. Our focus is on quality, not speed, and that results in a caring environment where first priorities are customer service and training & career growth. You will be treated with love, respect, and integrity as part of our family. 

To learn more about who we are, please visit us at watkinsheating.com/about/careers/

Join us!

Why Join Us:

• Competitive pay
• Career Path
• Health Sharing Plan
• Dental, Vision, Accident and Critical Insurance
• Employee Assistance Program
• Company paid Short and Long term Disability
• Company paid Life Insurance
• 401(k) with up to 4% match
• Company culture focused on teamwork, respect, and excellence.
• Supportive leadership and a family-friendly work environment.
• Company-provided training and tools to help you succeed.

What You'll Do:

• Receive a high volume of incoming calls from external customers, internal customers and handle each with appropriate communication and action.
• Ability to respond quickly and accurately to all telephone, chat and email inquiries.
• Identify and assess customers' needs while booking the calls in order of urgency and rerouting technicians as needed.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information to customers (internal or external) by using the right methods/tools.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems with other dispatch operations staff.
• Meet personal/team sales targets and call handling quotas. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers.
• Review appointment availability with Customer Service Manager.
• Act as the company gatekeeper.
• Other duties as assigned.

Who You Are:

• A team player with a positive attitude and strong work ethic.
• Passionate about delivering outstanding service and exceeding customer expectations.
• Detail-oriented with excellent problem-solving skills.
  
• Committed to upholding company values and standards.
• Comfortable Thriving in a fast pace work environment.
• Skilled in delivering excellent customer service, with experience in handling both inbound and outbound calls.
• Experienced in a call center setting and confident in customer interactions
• Proficient with Microsoft Office Suite or similar software

Hours: 7:30 - 4:00 pm Monday Thru Friday

Equal Opportunity Employer

Watkins is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.

Employment At-Will

Employment with Watkins is at-will. This means that either the employee or the employer may terminate the employment relationship at any time, with or without cause or notice.

Background Check and Drug Testing

Please note that any offer of employment is contingent upon the successful completion of a background check and drug testing.