Rainier View Plumbing and Rooter

Compensation

Full Description

Job Summary: The Lead Customer Service Representative (CSR) is responsible for overseeing the day-to-day operations of the customer service team, ensuring that all customer inquiries and issues are handled promptly, efficiently, and with a focus on customer satisfaction. The Lead CSR will mentor and support the CSR team, assist in resolving escalated issues, and work closely with other departments to streamline communication and improve the overall customer experience. In addition to these responsibilities, the Lead CSR will serve as the Trade Administrator. The Trade Administrator will support the daily operations of our plumbing and home services business by managing administrative tasks, coordinating schedules, and ensuring smooth communication between field technicians, clients, and office staff. Responsibilities • Handle incoming calls, emails, and messages from customers, providing accurate information and assistance. • Accurately enter customer information and interactions into the company’s CRM system/ Service Titan. • Coordinate and schedule service calls as required. Coordinate with field technicians to assign jobs and ensure they have the necessary tools and information. • Oversee the daily activities of the CSR team, ensuring that they meet performance and quality standards. • Develop and maintain positive relationships with clients to ensure long-term satisfaction. • Assist in training new customer service staff, providing ongoing coaching and support. • ·Monitor team performance, provide feedback, and assist in resolving escalated client issues. • Prepare and manage work orders, estimates, invoices, and other documentation related to plumbing and home service calls. • Assist in managing accounts payable and receivable, including following up on outstanding invoices. • Manage 3rd party lead generation platforms • Process payments, prepare financial reports, and assist in budget management.· Perform general office tasks such as filing, data entry, and managing materials for field. Skills • Proficiency in office management software and Google Suite applications. • Strong time management abilities to handle multiple tasks efficiently. • Excellent communication skills, both verbal and written. • Attention to detail with strong proofreading capabilities. • Experience in customer support roles is preferred but not required. • Familiarity with front desk operations and phone systems is a plus. • Ability to work independently as well as part of a team. If you are a motivated individual looking to contribute to a dynamic team environment, we encourage you to apply for this exciting opportunity as an CSR Administrative Assistant. Job Type: Full-time Pay: $17.00 - $21.00 per hour Expected hours: 40 per week Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Life insurance • Paid time off Work Location: In person