Contact Center Operations Specialist

Contact Center Operations Specialist - Full Time, In-Office

Pay: $21.00 - $25.00/hour (based on experience)

Location: In-person only - 1770 Erie Blvd W, Syracuse, NY 13204

Schedule: Monday - Friday 9:00 AM - 5:30 PM 

Overview:

Mr. Rooter Plumbing is seeking a highly motivated and detail-oriented Contact Center Operations Specialist to join our team in a full-time, in-office role. This position plays a crucial part in supporting the day-to-day operations of our plumbing business through exceptional customer service, process improvement, and administrative coordination. We’re looking for someone who thrives in a fast-paced environment, enjoys problem-solving, and loves being part of a supportive, team-first culture.

Key Responsibilities:

Customer Interaction & Experience

* Answer incoming phone calls, emails, chats, and leads while delivering professional, courteous service.

* Schedule plumbing appointments, dispatch technicians, and coordinate service delivery to ensure a smooth and timely customer experience.

* Monitor and respond to customer feedback on review platforms and social media, addressing concerns neutrally and promptly.

* Foster a positive customer experience by resolving issues and maintaining clear, professional communication throughout the service process.

Operational & Process Management

* Oversee day-to-day contact center operations, ensuring adherence to workflow standards and company policies.

*  Track and analyze key performance indicators (KPIs), including call volume, response time, and customer satisfaction, to identify areas for improvement.

* Recommend and implement process enhancements that increase efficiency, service quality, and overall customer satisfaction.

* Prepare and deliver performance reports to management for ongoing evaluation and improvement.

Administrative & Office Support

* Maintain accurate records of customer interactions, service details, and billing information.

* Assist with invoicing and processing payments.

* Perform general administrative tasks, including data entry, document management, scheduling meetings, and processing service requests.

Team Collaboration & Communication

* Work closely with technicians, management, and other departments to ensure effective service coordination and issue resolution.

* Keep team members informed of operational updates and expectations, contributing to a collaborative and supportive work environment.

* Encourage professional growth, recognize contributions, and help foster a positive team culture.

Qualifications:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business Administration or related field preferred
• 2+ years of administrative or contact center experience; Call center, plumbing or construction industry experience preferred
• Previous experience scheduling appointments and handling inbound calls
• Strong verbal and written communication skills
• Must type a minimum of 40 WPM - typing test required before the interview please use this link, it must be taken from a laptop or desktop computer - https://app.typingtestpro.com/test?id=kx5k36sh
• Proficiency with Apple products, including Mac desktops and iPads
• Familiarity with customer management systems and modern office software
• Highly organized, detail-oriented, and able to multitask effectively
• Ability to work both independently and collaboratively
• Must be flexible, adaptable to change, and have a great sense of humor!
• Must be able to lift up to 35 lbs.
• Valid driver’s license and reliable transportation

How We Take Care of Our Team Members:

• Paid Training - Comprehensive onboarding to help you grow in your role
• Top Technology - Easy-to-use software and tools for better customer interaction
• Health Insurance - BCBS low-deductible plan, 50/50 split for first year, fully covered thereafter
• Dental, Vision, and Life Insurance - Available after 60 days (voluntary)
• 401K Plan - Eligibility after 90 days
• Paid Time Off - Vacation, sick time, and 6 paid holidays per year
• Positive Culture - Team-oriented environment where collaboration and humor are encouraged

Ready to Join the Mr. Rooter Plumbing Team?

If you meet the qualifications and are excited about joining a team that values professionalism, customer service, and continuous improvement, we’d love to hear from you!

To help us identify detail-oriented candidates who can follow instructions, please include the word "Aurora" somewhere in your cover letter or resume. Applications without this will not be considered. This lets us know you took the time to read the full job description and are interested in our position. This is also a word you should remember if you are asked what the typing test and your resume or cover letter should include.

Please submit your resume and cover letter highlighting your relevant experience and make sure you take and pass the typing test. We’re excited to learn more about you!