Customer Care Representative
Location: US, UT, Provo
Department: Customer Care
Employment type: Full-time
Required experience: Associate
Required education: Associate Degree
Industry: Consumer Services
Function: Customer Service
Company profile: Burns & McBride has been providing quality home service solutions for generations.Since 1949, Burns & McBride has been meeting the home comfort needs of Delaware homeowners. From our distinguished heating and cooling solutions to our innovative trash & recycling and home security services, Burns & McBride is devoted to ensuring that our customer's homes are always comfortable and secure.Through our four operating divisions, Burns & McBride provides the most complete, guaranteed, and flexibly priced home comfort services in the market.Our successful programs have earned a reputation for innovation within our industry, and we look forward to even more growth in the years to come.A key element of our growth strategy is to build on the success of our existing team members.  We're looking to identify a few select individuals, with appropriate academic, work and life experience to join our team In both full and part-tme positions in a number of different capacities.Since our customer base is primarily located in northern Delaware, most of our staff and available positions are tied to our main office in Wilmington, DE.  However we do maintain a small call center in Provo, UT to provide extended customer care and telesales support services.For details on currently available opportunities and to submit an application and/or resume for consideration, please review the position descriptions listed below.
Description: This position allows the candidate to work closely with both the Burns & McBride Customer Care and Sales & Marketing teams to provide an opportunity to build your overall professional skills as well as increase your understanding of the bigger picture of business.Our Customer Care Representatives answer inbound calls from existing Burns & McBride customers.  These calls span all of our product lines (i.e., home heating oil delivery, heating and cooling equipment, trash/recycling services, smart home security) as they help resolve customer questions about our services and fees, or schedule future services to meet customer needs.In addition, Customer Care Rep's must be able to help educate and maintain our current customers by helping resolve concerns and problems with their Burns & McBride account.This position also provides the opportunity to handle inbound sales calls based on overall call volume and company needs.A customer oriented focus is necessary in order to preserve and build long term customer satisfaction.  Critical thinking and problem solving are vital in assessing the needs of Burns & McBride customers to provide the appropriate solution.Essential Responsibilities:Understand our product offerings well enough to effectively help customers resolve questions and schedule desired services.Work with our CRM system to review customer accounts to explain details of services provided, answer questions, accept payments, correct errors, and make necessary adjustments to customer accounts.Resolve customer concerns by utilizing effective listening and critical thinking skills.Sell and re-sell the value of our products and services to customers by aligning product features with customers' needs.Accurately process customer transactions such as orders, payments and service appoitments.Positions are available on either a full or part-time basis, and they allow you to work in our office that is just a short stroll from BYU's campus.  You will be speaking with our Delaware based customers (the greater Philadelphia area), so that the two hour time difference allows added scheduling creativity.This position provides a guaranteed base pay with added commissions and bonuses tied to performance and customer satisfaction levels.  And you'll be working with a family-owned company that's been in business for over 60 years.
Requirements: Required skills include:A customer service oriented attitude.High levels of personal energy, honesty, empathy and self-motivationGood listening abilities coupled with decision-making, problem resolution and creative problem-solving skills.Demonstrate a basic skill level with the following: Internet Explorer and Microsoft OfficeStrong written and verbal communication skillsPerform in a fast-paced and high expectation call center environmentPrior direct selling experience preferred, but not requiredSince our main office is located in Delaware, there will be occassional extended visits to our home office (one or two times per year) for training and to to keep us all tied together.
Benefits: In addition to a guaranteed base salary, commission and bonuses, we offer:Full-time employees are eligible for all company benefits which include: paid holidays, vacation and personal time, 401K, employee directed with partial company payment of further benefits including health, dental and vision insurance, HSA and flexible spending accounts, life and disability insurance.State-of-the-art faciliites including use of: cloud based call center platform, computer network directly tied into our Delaware based team and video conferencing support.Work schedule flexibility
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