Temporary Customer Excellence Representative

NC Water Heaters is looking for the BEST Customer Service Representative for a temporary position, expected to end in August, to join our team in our Raleigh office. This position has the potential to become permanent full or part time. Not just any Customer Service Representative, our ideal candidate will have knowledge with trade (plumbing, electrical, and/or home remodeling) terminology and nuances related to the field to ensure the highest level of success with our customer base. This magical person will drive customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.

Our ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. This position in full time in the office. Don't worry, the office is super comfortable with a full kitchen, awesome decor and great break room. We even bring our well behaved dogs to work! This position is part of a team that covers each other through scheduled and occasional unplanned absences, cross-training to make sure nothing falls through the cracks. Familiarity with Service Titan is a huge plus!

Responsibilities :

• Manage inbound customer communications - Answer incoming calls and emails to address customer questions, requests and issues.
• Consult on customer success - Advise customers on how to successfully leverage the product/service based on their unique needs.
• Maintain working product knowledge - Act as a product expert to ensure information given to customers is accurate, up-to-date and strategic.
• Track interactions in CRM - Record customers interactions in internal system for cross-functional awareness and relationship development.

Requirements :

• Bachelor’s degree or equivalent
• 3-5 years proven experience in supporting client success
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above and beyond service
• Excellent time-management and prioritization skills
• Familiarity with CRM system

About NC Water Heaters:

NC Water Heaters is a home services company dedicated to supporting homeowners maintain their biggest investment.

Our employees enjoy a work culture that promotes looking out for one another. We work as a team through challenges and celebrate each other’s successes.