Job description

Pure Water Systems is a locally owned and operated small business.

Working for a small business, everyone's role is very important and very visible. You will always have the opportunity to show your strengths, ingenuity, and innovate solutions with the team. If you're tired of being overlooked and crushed in the cogs of corporate America, come work for a company that wants to hear and implement your ideas to build a business that works better for us and our customers. Come join the Pure Water Family and let your voice be heard!

Customer Service Tasks

Check voicemail every morning (if first CSR in office). Follow up with messages and missed calls; update any affected appointments and communicate to techs.

Contact dissatisfied customers and make it right.

Forward technical issues to Service Manager for follow up.

Limit call length with customers to 2 minutes for scheduling. Help troubleshooting calls as quickly as possible: direct conversation to get to the heart of the issue and determine a solution—put them on hold if necessary or request to call them back if issue will require research or additional expertise.

Be polite and enthusiastic with customers, especially new leads. Ask existing customers how their equipment is working. End all calls with “Thank you.”

Office, Scheduling, Dispatch, and Routing Tasks

SEE ME: Communicate with technicians first thing in am to ensure they have all equipment and details for jobs. Check in with them before they clock out to ensure any follow up work is being done, photos have been taken, equipment has been documented, and billing has been performed correctly.

Ensure scheduled calls are routed efficiently and profitably to minimize vehicle mileage.

Stay after hours if needed to ensure all technicians have a full day of profitable work.

Assist CSR/s in entering leads generated at Lowes and Home Depot booths if necessary and/or ensure all submitted leads are entered into Service Titan before CSR/s leave for the day.

Route full-day commercial cooler wipe/service and commercial rentals, and commercial rental service in a timely manner; schedule “off route” customers when a technician will be in the area.

Call and schedule residential rental customers and recurring service in a timely manner; schedule “off route” customers when a technician will be in the area.

Convert or oversee conversion of all estimates to scheduled installs. Adhere to conversion procedures, to include applying deposits and printing out invoice and consultation checklist for warehouse team to pull equipment.

Print out hard copies of schedule as a backup for Service Titan on a weekly basis.

Ensure CSR/s are completing tasks. Assist and train as needed.

Provide support and training to technicians and office staff as needed or refer them to the individual responsible for doing so.

Develop and maintain procedures of all job functions.

Assist CSR/s in developing and maintaining procedures of all their job functions.

Sales, Training, and Marketing Goals

Increase billed sales calls hours and replacement filters sales by 20% annually

Assist in maintaining Wasted Energy Log for any issues resulting in a warranty call, unanticipated or unprofitable second visit, or other activity affecting commission as communicated by management. Ensure employee’s direct supervisor is aware of any issues for bi-weekly follow up and follow up with CSR/s bi-weekly.

Achieve and maintain WQA certification at or above the level commiserate with position in company.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Reno, NV 89503: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dispatching: 1 year (Preferred)

Work Location: One location

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