This is a remote position.

Full-time (40 hours a week)

- Virtual Assistant 8 am - 4 pm EST. Mon. - Fri.

- Virtual Assistant 3 pm - 12 am EST. Thur. - Mon.

+ 1 hr unpaid break

Timezone: EST

Job Description

Step into an exciting role as a Daytime/night time with Weekend Coverage Customer Support Representative for a leading plumbing service provider. This unique position offers a perfect blend of weekday and weekend shifts, allowing you to be at the heart of the action during peak business hours. You’ll be the friendly, efficient voice customers rely on for everything from scheduling routine maintenance to managing urgent service requests. Your role is crucial in maintaining the smooth flow of operations, bridging the gap between customers, technicians, and internal teams. If you thrive in a dynamic environment, enjoy solving problems, and have a talent for building customer relationships, this position offers an unparalleled opportunity to showcase your skills and grow your career in customer service.

Responsibilities

Serve as the primary point of contact for customers during daytime hours, handling a diverse range of inquiries with professionalism and efficiency
Manage the scheduling of home inspections, optimizing technician routes and customer convenience
Oversee membership services, promoting benefits and assisting with sign-ups and renewals
Coordinate closely with field technicians to ensure timely and effective service delivery
Provide comprehensive support during team meetings and training sessions, ensuring continuous improvement of service quality
Facilitate smooth shift transitions, especially during weekend coverage, maintaining continuity of service
Perform meticulous data entry and conduct quality checks on customer information, ensuring database accuracy
Adapt to varying call volumes between weekdays and weekends, maintaining consistent service standards
Collaborate with other departments to resolve complex customer issues and improve overall service delivery

Requirements

Requirements

Proven experience in customer service, ideally within a service-oriented industry or fast-paced environment
Excellent communication skills, both verbal and written, with a focus on clear and empathetic customer interactions
Demonstrated ability to work a flexible schedule, including weekends, with a positive attitude
Proficiency in CRM systems and eagerness to quickly master our specialized Service Titan software
Strong problem-solving skills and the ability to make decisions independently when needed
Detail-oriented mindset with excellent organizational and multitasking abilities
Comfortable with technology and able to navigate multiple software applications simultaneously
Ability to remain calm and effective during high-pressure situations or peak call times
High school diploma required; additional customer service or technical certifications are a plus
Remote work capability with a professional home office setup and reliable high-speed internet connection
Flexibility to occasionally assist with additional hours or shift coverage as business needs require
Proven experience in customer service, ideally within a service-oriented industry or fast-paced environment

Customer Support Representative - (ZR_25233_JOB)