Description
The Role
We have an immediate need for talented Customer Service Specialists to work from our office located at 631 Bullis Rd, Elma, NYSpend your day in a relaxed, comfortable work atmosphere where you are excited to come to work everyday. Pay rate starts at $18 per hour plus a guarantee of $2 per hour as a monthly bonuswith the likelihood of much more! Training will be weekdays, Monday through Friday 7:30 - 4:00, and when trained, a regular schedule of Tuesday 7:30 - 5:00 and Saturday 8-12:30 (required).
Because we offer top of the line products and services, we need top of the line Customer Service Specialists who genuinely care about the customer. As a Customer Service Specialist you will promote customer satisfaction by converting in-bound and out-bound calls (current customers only - no cold calling!) into booked service appointments, assist with dispatch service calls to our technicians, while providing outstanding service to both our internal and external customers.
Benefits
• Casual and fun work atmosphere
• Great company culture
• Voted Best Places to Work by Buffalo Business First in 2020, 2021, 2022 and 2023!
• Medical coverage (Full Time)
• Dental coverage (Full Time)
• Paid time off
• Sick time
• 401K with company matching contributions
• AFLAC/Guardian
• LegalShield
• Family bereavement leave
• Pet bereavement leave
The Big Task
• Convert incoming customer calls into booked service appointments
• Deliver call scripts with an authentic cadence; be clear, compelling and personable
• Respond to customer requests, resolving issues and promoting the brand
• Be professional and establish customer rapport, encouraging repeat business
• Participate in training to boost booked calls and practice outbound calling
• Maintain and update customer database with complete and accurate information
• Perform outbound calling to current customers to fulfill job board requirements
• Assist dispatch department
Requirements
• Experience in an office environment with emphasis on answering phones
• IT competent; great data entry skills; proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Passionate about the Company and loves the brand.
• Engaging personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team.
• Highly motivated, flexible and great attitude on life.
• ServiceTitan knowledge a plus
• College degree a plus
• Work independently and be accountable for productivity
• Reliable transportation
• Knowledgeable in Google Workspace
• Articulate with a clear speaking voice
• Proven track record in customer service
Company Information
Cellino Plumbing Heating and Cooling was founded in 1995. Since then, we have become Western New York's most trusted experts in plumbing, heating and cooling. We keep growing because we only hire the best and our customers love us for it. We've been at this for a long time here in the Buffalo area. You've probably seen our trucks or our ads. What you don't know is what it's like to be a part of a team like this. How much you feel appreciated when you don't cut corners. How much we support ongoing training and education. How much you can earn when you truly are the best. Our employees stay with us because they find a fulfilling career, room to grow, and opportunities to excel. Cellino Plumbing, Heating and Cooling
