Customer Care Representative

Timonium, MD
Full Time
Residential Services
Entry Level

Company Overview

.  Clinton Electric Company (CEC) opened in 1969 and has always been a business backed by integrity. We have been awarded Baltimore's Best Electrician for the 3rd straight year! Join our team and experience what working for a fantastic company feels like. Clinton Electric was acquired by Qmerit in 2022 and is one of Qmerit's Company Owned Locations. CEC is still run by the same people as before the acquisition. We have seen a lot of leads coming to us as a result of being part of Qmerit, so that is always welcome!

Job Summary 

The Customer Care Representative (CCR) position is at our Timonium, MD location, supporting the daily operations of the Residential Department. The CCR answers the phone for a large part of their day, as well as texting in a chat app. with customers. CCRs enter information into the computer while speaking with the customer. The CCR processes credit card payments, so confidentiality as well as accuracy are important. The CCR obtains customer information, books calls, and addresses customer concerns throughout the day. Work schedule is either 7:00 am - 3:30 pm or 8:00 am - 4:30 pm Monday through Friday plus the rotating on call schedule.

Responsibilities and Duties

  • Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company.  Good communication with the client is essential!  Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.
  • Have a courteous and pleasant demeanor whether on a phone call or not. 
  • Communicate with customers who prefer texting in a texting app.
  • Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
  • Performing both Pre-Calls and Follow-Up calls. This will ensure that the client is kept informed of their scheduled time frames for service, as well as following through to ensure that the client has received the best service, applicable to their needs.
  • Notify client ahead of time if the technician is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
  • **must be available to be part of the On-Call rotation 

Qualifications and Skills

  • High school diploma and/or GED.
  • Reliable transportation to and from work.
  • Must provide excellent customer service skills, interpersonal communication skills, and telephone etiquette. 
  • Must present and communicate professionally (written and verbal).
  • Must be a critical thinker - Strong English composition skills.
  • Must demonstrate the ability to use basic computer skills, with the willingness and ability to learn new computer software programs, including (but not limited to) email systems, spreadsheets, etc.

Benefits and Perks

  • PTO accrual 2 weeks per year
  • Health & Dental insurance (currently CareFirst Blue Choice)
  • Paid holidays
  • 401K with matching  

 

 

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