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Third Shift Customer Solutions Representative (FULLY REMOTE)

Black Diamond Plumbing and Mechanical, Inc

Not Specified, United States Full-time in Other
    • Job ID 1801692

    Job Description

    FULLY REMOTE

    Job Title: 2nd Shift Customer Service Representative (REMOTE) (MUST LIVE IN ILLINOIS)

    Reports to: Office Manager

    Work Hours: 3:30pm-12:00am, Tuesday thru Saturday

    Pay Scale: Starting at $20.00/hour

    Position Summary:

    This is a fully remote position (with the exception of training) that is primarily responsible for providing customer service over the phone to obtain complete and accurate information while assisting customers in a timely manner. The position also includes dispatching calls to technicians as well as various administrative duties.

    Job Duties and Responsibilities:

    • Answer inbound phone calls to schedule jobs and handle customer service inquiries
    • Initiate outbound phone calls for scheduling of service calls
    • Handle various customer inquiries and requests efficiently and accurately
    • Dispatch the correct technician (based on qualifications, geography, customer preference) to each job
    • Utilize Service Titan & ClearPath software to effectively plan and dispatch jobs
    • Proactively communicate with customers regarding estimated arrival times, technician details, etc.
    • Communicate with technicians regarding availability, expected completion time, etc.
    • Ensure accuracy of details (customer name, phone number, address, etc.) on all scheduled calls
    • Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company
    • High interaction with service technicians and various customers from residential to commercial
    • Other duties as assigned

    Qualifications:

    • High school diploma or equivalent (GED)
    • Minimum of 3 years relevant work experience in customer service environment
    • Must live in Illinois and be able to reliably commute to McHenry, IL each day for training
    • Previous dispatch experience a plus
    • Strong verbal and written communication skills
    • Plumbing, Electric & HVAC experience a Plus
    • Attention to detail
    • Ability to manage priorities and workflow
    • Ability to deal effectively with a diversity of individuals at all organizational levels
    • Versatility, flexibility and a willingness to work within constantly changing priorities
    • Proficient in Microsoft Office
    • Ability to work from home efficiently
    • Ability and willingness to work nights and weekends

    Benefits:

    • Medical, Dental & Vision Insurance
    • Supplemental AFLAC Insurance Options
    • 401(k) Plan with Company Match
    • Company-proved Life Insurance
    • Employee discounts on company-provided services
    • On-site training facility for continuous employee development
    • Paid Time Off (PTO)
    • Paid Holidays
    • Tuition Reimbursement

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