Opportunity for Quality of Life and Job Satisfaction.

Do you want to work in an environment that feels and acts like a family? From home-cooked breakfast every morning, to shooting hoops and having lunch together. We value the sense of community and belonging. The employees of Wisler Plumbing are proud of the high level of customer satisfaction and professionalism that makes Wisler Plumbing the best place to work. Our compensation and benefits plans are very competitive including 90% paid employee health insurance, 3% Matching IRA Contribution, paid time off after 90 days, six paid holidays, and a continuing education reimbursement plan. We provide training and development to ensure your success.

We value your experience, abilities, and work ethic. Your continued learning, knowledge, and experience will be recognized and rewarded as you develop.

Pay

• $19.00/hour
  
• a commission of $50.00 per sale for a tankless lead set
• $6,000.00-$12,000.00 estimated additional compensation each year

‍ Responsibilities

The selling Customer Care Representative (CCR) is responsible for ensuring each customer’s experience begins in a positive and supportive manner and establishes the foundation for a successful customer experience. The selling CCR is expected to perform effectively in an environment where priorities can change, learning on the job is never-ending and task completion is constantly interrupted. The CCR is
responsible for staying aware of Wisler’s offerings and how best to interact with each caller to ensure the customer’s needs are met.

The selling CCR is required to sell products (Water heaters) or services that represent our brands. You will manage relationships with customers, serving as the key point of contact, from initial lead outreach to when a purchase is authorized. This position reports to the Customer Center Manager and partners with the appropriate key stakeholders. Key stakeholders include the customer service manager, other CCRs, the leadership team, technicians, potential customers, and clients.

• 
  35% Drive water heater sales calls in a manner that produces a high close rate and customer satisfaction while meeting or exceeding Wisler profitability expectations.
• Prepare accurate digital proposals and send them to clients
• Receive ongoing sales training.
• Hand off sold heaters quickly to the coordinator
• Schedule in-home estimates where applicable
• Have additional team members review the proposal where appropriate.
  
• 30% Take and manage all types of calls from prospective customers and clients in a manner that results in booking and customer satisfaction.
  • Follow customer call steps as outlined in Mission Control and Successware manual.
  • Meet or exceed an 85% call-to-booking ratio.
  • Follow through on all Internet leads and internal requests.
  • Consistently be first in line to answer incoming phones.
  • Setting leads or WT (worksheets) and asking all questions for HVAC listed in success ware
    
• 25% Effectively maintain a full call schedule board of appointments for sales, service, water treatment, and HVAC.
  • Stay aware of dispatch flow and call schedule board conflicts.
  • Proactively schedule appointments to maximize daily productivity.
  • Maintain recurring service visit schedules.
    

• 10% Proactively record and maintain call records, document customer communications and provide follow-through tasks in a manner that ensures operational success and customer satisfaction.
  • Record all customer communications in the customer’s job history/account.
  • Record all unhappy customer comments and provide awareness to upper management of the issue and root cause evaluation.
  • Send out estimates, customer concerns, and other follow-up communications to customers.
  • Send PulseM review and/or thank you card to a customer after each service job.
  • Perform “memorable calls” from prior day service.

Measures of Success (KRAs, metrics, updated periodically based on business goals)

• Cancel Rate 10% less
• 60 calls per day average or greater Team
• Average 15 to 20 outbound calls per day
• Customer satisfaction zero complaints or concerns
• Booking rate 85% Greater
• 95% > missed calls or less
• Call Flow Score 95% or greater
• Minimum (3.5) hours per day of phone time
• Maintain High closure Rate WH Sales (50%) inside calls
• Job profitability (Project gross margin), team profitability by month

• Sales skills, communication, and initiative
• Customer focus, follow-through, communication, and business acumen
• Integrative ability, attention to detail, and follow-through skills
• Writing skills, follow-through, attention to detail, problem-solving
• Must be authorized to work in the US.

"We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status."