Description The Role We have an immediate need for talented Customer Service Specialists to work from our office located at 631 Bullis Rd, Elma, NY. Spend your day in a relaxed, comfortable work atmosphere where you are excited to come to work every day. The 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 on weekdays, Monday through Friday 7:30 - 4:00 after which the permanent agreed-upon schedule will begin. Our office is open from 7 am - 9 pm seven days per week. A Saturday shift is desirable.
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 inbound and outbound calls (current customers only - no cold calling!) into booked service appointments, assist with dispatch service calls to our technicians, and provide outstanding service to both our internal and external customers.
Benefits - Casual and fun work atmosphere
- Great company culture
- Medical coverage (Full Time)
- Dental coverage (Full Time)
- Paid time off
- Sick time
- 401K with company matching contributions
- Guardian ancillary benefits
- 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, resolve issues, and promote 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 an 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 communication
- Ability to build trust and demonstrate empathy
- Engaging personality that blends well with a fast-paced, goal-driven environment
- A competitive individual contributor who also loves to win as a team
- Highly motivated, flexible, with a positive outlook
- ServiceTitan knowledge is a plus
- A college degree is 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 we value your commitment to not cutting corners. How strongly we support ongoing training and education. How much you can achieve when strive to be the best. Our employees stay with us because they discover fulfilling careers, opportunity for growth, and the chance to excel.