Noritz Water Heating & Plumbing Customer Care Helpdesk - ONSITE

$33,280 - $47,840/Yr

Facilities Resource Group - Irvine, CA

Full-time - Entry Level

Remote - Irvine, CA

Specialty Trade Contractors

About the position

The Noritz Tankless Water Heating Customer Call Center / Helpdesk Agent is a full-time role focused on providing exceptional customer service and technical support for water heating and plumbing issues. The agent will handle high call volumes, troubleshoot customer problems, and document interactions efficiently. This position requires strong communication skills and the ability to work both independently and as part of a team.

Responsibilities

• Answer calls from customers and business partners regarding water heating and plumbing issues.
• Assess and troubleshoot issues described by customers over the phone.
• Document notes and issues while on the phone, ensuring accurate and timely entries into the CRM database.
• Prioritize issues that require immediate service or action.
• Build and strengthen relationships with internal and external parties.
• Manage high call volume while providing exemplary customer service.
• Ensure issues are resolved to completion and follow up as necessary.
• Work independently and collaboratively to solve problems.

Requirements

• High school diploma or GED.
• 1-3 years of customer service or helpdesk experience.
• 1-3 years of field service experience, ideally with tankless water heaters, boilers, HVAC, or ice machines.
• Ability to multi-task and use technology efficiently.

Nice-to-haves

• Bilingual in Spanish is a plus.
• Positive attitude when addressing customer challenges and frustrations.
• Great follow-through and sense of urgency.

Benefits

• 401(k) with 6% match
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance