Customer Care Representative

Do you have a passion for success? Are you tired of your current workplace? Are you driven to grow, learn, and be the best in your job? Do you know you're worth more? Do you have a desire to showcase your strongest skills? Look no further! Knee's Electrical Service is a top employer looking to make a difference in your career! 

Customer Care Representative
The CCR supports the day-to-day operations of the company and is the primary point of contact for customers. The CCR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CCR will work diligently to solve the problem, to the customers satisfaction.

Who We Are
Knee's Electrical Service in Marion, Indiana, was established in 1971. We are a family owned and operated business that was begun by our owner's grandfather. Because our family is such a large part of our lives, we at Knee's Electrical Service extend the same courtesy, appreciation, and level of care to our customers that we do to our own family.

Location: Marion, IN

What We Offer:

• Competitive salary 
• Medical Insurance
• Paid training
• Incentive programs
• Advancement Opportunities 

Responsibilities:

• Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company.  Good communication with the client is essential!  Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.  Have a courteous and pleasant demeanor whether on a phone call or not.  Know that courteousness affects other team members’ spirit.
• Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Notify client ahead of time if the technician/plumber/comfort advisor, is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
• Making sure that Club Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.
• Assist with supervising and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.  
• Debrief technicians after each call and make sure they collected payment.

Requirements:

• High school diploma/GED required 
• Associate degree preferred but not required
• Self-starter, reliable, flexibility with hours
• Strong customer service skills
• Present and communicate professionally (written and verbal)
• Excellent interpersonal communication skills on a professional and technical level 
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel, Word and Powerpoint
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within department
• Bilingual a plus, not required 

We are an equal-opportunity employer