Customer Care Associate

Customer Service/Support Fort Myers, Florida


Description

POSITION PURPOSE

The Customer Care Associate is critical to the organization through providing plumbing and HVAC scheduling support to homeowners and tenants.

DUTIES, TASKS, AND RESPONSIBILITIES

Warranty Support

  • Precisely support the warranty process; thoroughly communicate with in-state and out-of-state providers for out-of-state customer needs
  • Actively communicate and schedule work orders with each builder to provide warranty service for customers
  • Responsively support customers by scheduling plumbers

Customer Support

  • Courteously communicate with homeowners through phone calls or emails regarding scheduling time and materials, and following up on questions about parts and process
  • Systematically determine the urgency of each customer issue and prioritize technicians’ schedules accordingly
  • Enthusiastically present and share information about services and agreements that might benefit each customer to generate sales

Administration

  • Accurately manage work orders ensuring proper documentation, creating, closing and assisting with work order administration
  • Conscientiously follow up with any unscheduled work order requests between home owners and builders
  • Carefully respond to billing questions and take payments over the phone as needed
  • Correctly enter time for plumbing and HVAC service technicians
  • Dependably track customer survey email responses, re-work issues, and coding for hotspots

Technician Support

  • Diligently assist technicians by keeping each technician’s schedule up to date throughout the day, answering questions about customers, and contacting customers for technician if needed

CRITICAL SKILLS & KNOWLEDGE

  • Clear, effective communications skills – both written and verbal
  • Bilingual (English-Spanish)
  • Patient, sympathetic listening ability
  • Basic mathematical ability including addition, subtraction, multiplication, and division
  • Aptitude for prioritizing and coordinating a variety of tasks
  • Preference for accuracy, attention to detail, and organization
  • Ability to precisely and efficiently enter data
  • Proficient in using basic office equipment
  • Mastery of entire Microsoft Suite plus Internet and email
  • A high school diploma or GED is required; associates degree preferred
  • 1 – 2 years of experience in customer service

​Please apply at www.rtmoore.com and select our Florida Division. We offer medical, dental, vision, short & long term disability, accrued PTO, paid holidays, 401(k) and Profit sharing. If you are looking for a well established company, where you can grow, this is the company for you. Apply today!