CUSTOMER CARE AGENT
JOB DETAILS:
- LOCATION: Remote
- PAY RATE: $17.00-$22.00
- TYPE: Permanent + Benefits
- HOURS: 40 hrs/week
- REPORTS TO: Customer Care Manager
Noritz America Corporation is a leading provider of high-efficiency tankless water-heating solutions for both residential and commercial applications. Founded in Japan with over 60 years of innovation in water-heating technology, Noritz expanded to North America in 2004 to bring its advanced, eco-friendly systems to new markets. We engineer compact, reliable, and energy-efficient products that deliver on-demand hot water while reducing environmental impact. Known for our quality, durability, and industry-leading warranty support, Noritz proudly serves homeowners, professional installers, and commercial partners across the U.S. and Canada.!
We are looking for a Customer Care Agent to join our amazing team who can apply their exceptional customer service skills to our customers and help them diagnose, troubleshoot, and resolve their plumbing and water heating issues over the phone.
ESSENTIAL DUTIES:
- Accepts incoming calls from customers regarding plumbing and/or water heating issues;
- Provides professional technical assistance over the phone, using resources and systems provided;
- Attempts to help callers diagnose, troubleshoot and resolve the issues over the phone;
- Uses NetSuite to take notes while talking on the phone;
- Coordinates and schedules service calls, sets up appointments and follows up on appointments completed;
- Makes calls to customers to confirm resolution of issues and/or provide updates in status or scheduling;
- Helps customers to find information for parts and/or products;
- Updates customer accounts when new information is provided
- Follows department SOP's and workflows to enter information in ERP system, including, i.e.: date, time, stated problem, functions or attempts performed, diagnostic data or error codes, parts ordered, service scheduled, etc.,
- Demonstrates a sense of urgency with regard to responding to, resolving and closing customer cases;
- Escalates serious issues or concerns to next tier or management in critical situations that require prompt attention;
- Excellent verbal and written communication skills;
- Readjust/ reprioritize using sense of urgency based on needs of business
REQUIREMENTS FOR CONSIDERATION:
- MUST possess High School Diploma, GED or equivalent and be authorized to work in the US;
- MUST have a dedicated in-home office space with an expedient and dependable wifi connection;
- MUST have a minimum of 1-3 years recent customer service / high volume call center experience;
- MUST be able to work a designated full-time shift;
- MUST demonstrate good telephone etiquette and adhere to company dress code;
- MUST be willing and able to perform accurate data entry while listening and speaking with customers over the phone;
- Ideal candidates will have a good understanding of commercial HVAC, tankless water heating and/or hydronics;
- SUBJECT to successful completion of standard background / drug screen
WORK ENVIRONMENT: In-home remote work conducted from a dedicated home office space.
BENEFITS:
- PPO Medical, Dental, Vision, Ortho, & Prescription Insurance
- Flexible Spending Accounts (FSA) for health and dependant care
- 401K Plan with a 100% match on employee's contribution, up to a max of 6%
- Employee Purchase Programs for discounts on Noritz products
- 10 paid holidays per calendar year
