Customer Service Representative

Fulmar is a mechanical and electrical contractor with 1,100 employees and both union and open-shop divisions. Tools are provided, though most techs bring their own hand tools.

Overview

This is a backfill for a team member who is relocating. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is an in-person role at our Cleveland location.

In this role you will

• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department
• Process returns, exchanges, refunds and address changes
• Transfer calls to the right department with a warm handoff
• Explain bills and payment options and take payments over the phone
• Call customers back on open issues within the promised timeframe

Required qualifications

• 2-4 years of customer service, retail, hospitality or call center experience
• Comfortable using multiple screens and systems at the same time
• High school diploma or GED
• Typing speed of at least 35 WPM
• Basic computer skills (Windows, Outlook, web browsers)

Nice to have

• Prior billing or insurance call center work
• Bilingual English and Spanish (pay differential)

What you get

• Health insurance
• 401(k) with 4% match
• Paid parental leave
• Three weeks of PTO to start
• Vision insurance
• Paid training
• Health, dental and vision coverage starting on day one

Please include a short note on why this role interests you.

If this sounds like a fit, apply with a resume. A cover letter is optional.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Fulmar, Inc..