Responsibilities
- Customer Satisfaction (this always comes first!): Provide clear explanations and educate customers about their plumbing systems, offering preventive maintenance tips and energy-saving recommendations.
- Maintain customer satisfaction rate through post-service surveys and feedback. Strive to exceed customer expectations and resolve any concerns promptly.
- Achieve a best-in-class first-time fix rate by accurately diagnosing issues, arriving fully prepared with necessary tools and parts, and effectively completing repairs during the initial service call.
- Respond to service requests within Sila's defined time frame. Timely response ensures customer comfort and builds trust.
- Diagnose and troubleshoot plumbing issues, recommending appropriate solutions and discussing options with customers. Consistently meet or exceed monthly service revenue targets, contributing to the company's financial growth and success.
- Identify opportunities for upselling and cross-selling additional services, products, or maintenance plans to customers during service visits.
- Successfully enroll customers in Sila's service agreements, promoting long-term customer relationships and recurring revenue.
- Maintain a high level of productivity by efficiently managing work orders, minimizing downtime, and maximizing billable hours.
- Diagnose common and diverse plumbing emergencies efficiently and accurately and perform plumbing services.
- Demonstrate continuous improvement in technical skills and knowledge through training, certifications, and staying updated on industry best practices.
- Keep track of service vehicle inventory and parts stock, ensuring accuracy and minimizing unnecessary expenses due to missing or overstocked items.
- Maintain a perfect safety record by following all safety protocols and guidelines. Ensure zero safety incidents or accidents within the performance period.
- Maintain accurate and up-to-date records of service calls, work performed, and parts used in the Service Titan platform.
- Collaborate effectively with team members, sharing knowledge and assisting colleagues as needed. Strive to maintain a positive team dynamic and contribute to a supportive work environment.
- Uphold professional communication and appearance at all times when interacting with customers to ensure a five-star customer service experience.
- Maintain a consistent record of punctuality and attendance, arriving at scheduled appointments on time and adhering to the assigned work schedule.
- Additional duties as assigned
Requirements
- Must be willing to work in DC!
Benefits
- Company vehicle, gas card, cell phone, and tablet
- 401(k) with Company Match
- High-quality, Affordable Medical, Dental, and Vision Insurance
- Health Savings Account with company contributions
- Company Paid Short-Term Disability Insurance, Life Insurance, and Long-Term Disability Insurance
- Paid Holidays
- Paid Time Off (PTO)
- Parental Leave
- Tuition reimbursement
- Special deals/Discounts on a variety of services and entertainment
- Tool account
- Safety shoe reimbursement
- Family & friends discounts on services
- Yearly Performance Reviews
Work Arrangement
Remote (City/Region)
Additional Information
- Must be willing to work in DC!
- Competitive compensation including a lucrative hourly wage, commission, and bonuses
