-This is routinely accomplied by answering inbound calls, however, there are other means of customer contact including responding to emails, calling back on commitments made to the customer, following up on voice messages, Live Chat, and responding to "contact us/form fills" messages from our website.
-Accurately complete online forms that require precisely scheduling appointments at customer's home. They must be done within 5 minutes slow season and 15 in peak.
-Scheduling and dispatching drivers, work crews, vehicles, or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs.
-Verifying that all appointments map, and reroute within the company standards.
-Ensure that all "Teams" messages are answered ASAP. Anything more than 10 minutes is outside of expectations.
-Ensure rescheduling of appointments as necessary due to weather, evaluator requests, etc.
-Resolve customer service issues or partner with Corporate Assistant Manager.
-Ensure outbound calls are made to customers to ascertain their perception of contact with our company, to rearrange, schedule repairs, and to confirm their appointments.
-Ensure all sold repairs are scheduled and completed in their entirety: from (engineer reports, plumbing tests, Texas 811 , permits, payments, scheduling) within 24 hours of being sold and customer communication ending with follow up after repair completions.
-Verify all emails, voicemails, portal and customer requests are completed daily.
-Uphold company standards by communicating with the team, builders, real estate companies and commercial customers in a professional manner always.
-Additional responsibilities will include acting as customer concierge representative, directing visitors and inbound calls to the appropriate office/location.
-This description only includes the general content for this job and does not restrict the company from assigning or reassigning duties or responsibilities at any time.
-The hours are Monday-Friday 8:00am-5:00pm, one Saturday 10:00am-2:00pm.
-Overtime must be approved by a Corporate Vice President
100 E. 15th Street, Suite 600
Fort Worth, Texas 76102
PHONE: 817-284-3566 | FAX: 817-284-6465
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