(3rd Shift) Customer Experience Agent *REMOTE*

Job Title: 3rd ShiftCustomer Experience Agent *REMOTE*

Reports to: Office Manager

Work Hours: 6:00pm-2:30am Monday through Thursday and 3:30pm-12:00am on Sunday

Pay Scale: $20/ hour

Position Summary:

This is a fully remote position 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 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:

• Must be familiar with the surrounding Chicagoland area
• High school diploma or equivalent (GED)
• Minimum of 3 years relevant work experience in customer service environment
• 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

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Shift:

• Evening shift
• Overnight shift

Work setting:

• Remote

Work Location: Remote