Customer Care Representative

Pay Class: Hourly

Category: Full Time

Job Class: Administrative

Posted: May 25, 2018

Status: Active

Houstonians may know us for our catchy jingle – “Call John, Get Moore!” – but customers know us best for the peace of mind we’ve delivered to their homes for the past 52 years. Come join the John Moore team! By hiring the best people in the industry, we have created a top-notch team that provides unmatched value to our clients--one that is committed to our mission of establishing long-term relationships and making lives better.

John Moore is currently looking to add a Customer Care Representative to our team. The Customer Care Representative is responsible for helping our Houston metro-area customers and providing them with a top-notch service experience. If this describes you, please apply on line below. Join the professional and friendly atmosphere at John Moore and come grow with us!

◼ Call John, Get Moore Benefits

• HOURLY PAY (base compensation is $15.00 an hour)
• Benefits including
  • Health
  • Dental
  • Vision
  • 401K and more
• Holiday and vacation pay
• 5-day work week available with limited overtime
• Dedicated management suport team

◼ Job Qualifications / Requirements

• Previous CSR or Customer Care experience required.
• Must be computer literate.
• Residential home services experience preferred.
• Possess a strong sense of integrity and doing what’s right.
• Be empathetic to client needs and eager to help.
• Effective listener with excellent communication skills.
• Possess a positive attitude with an abundance mentality.
• Be responsible, organized, able to stay on top of all open complaints and ensure they are addressed.
• Humble, Driven, Smart.

◼ Job Duties / Description:

• Address any and all customer issues including but not limited to: price, refunds, damage, problems with technician, multiple re-services, equipment failure, quality of work, missed appointments, false advertising claims, requests for documentation.
• Care about the customer! Do the right thing every time for the customer and the company. Turn unhappy customers into customers for life by going above and beyond to resolve their issues.
• Elevate any customer complaint issues that could result in a BBB complaint, lawsuit, or negative online review to upper management within one hour.
• Ensure timely responsiveness and any needed action from upper management for resolving customer care issues.
• All booked complaints must be opened and responded to within 4 hours or booking. Customer must be contacted within 4 hours.
• Learn to proficiently use the CRM software.
  • Book work orders.
  • Update work orders when needed.
  • Close all resolved complaint work orders in a timely manner. All complaints must be closed once resolved.
• Report to work during your assigned work schedule.
  • Answer phones when call center CSRs or customers call.
  • If you miss work, place a phone call to your manager.
  • If you have any outstanding complaints before you leave for the day, let your manager and team know.
  • Keep manager aware of your activities.
• Be able and willing to assist with CSR duties and other administrative tasks if/when needed.
• Responsible individual with reliable attendance during assigned 40 hour a week work schedule.
• Authority during Customer Care activities is flexible if it will lead resolution of the complaint.
  • (All discount and all coupons over $50 must be approved by a manager.)

◼ About John Moore Services

Started in 1965, John Moore Services is a well-established and well-respected fixture in the Houston Home Services marketplace. Family-owned and operated, our focus and our success begins with our people. John Moore is dedicated to its employees, providing a work environment that encourages learning, personal and professional growth. John Moore maintains a state of the art facility, great tools and vehicles, excellent benefits, and great pay along with managers who care about your future.

◄ Learn more about John Moore, our management team and company culture.

◼ To Apply for the John Moore Customer Care Representative Position