Customer Care Representative

Wisler Plumbing, Heating, Cooling, & Electric; Rocky Mount (VA); On-site; USD 23,000 - 29,000; Full time

Benefits offered by this job

Bonus & Commission Opportunities

Job summary

Wisler Plumbing, Heating, Cooling, & Electric is seeking a Customer Care Representative in Rocky Mount, VA. You will handle inbound calls, schedule service appointments, and enter customer details accurately to ensure smooth service delivery.

Join a fast-paced team where calm under pressure and clear communication matter. Expect hourly pay with bonus opportunities and a focus on achieving an 85% booking rate and productive coordination with dispatchers and field techs.

Responsibilities

• Answering incoming calls from prospective and existing customers and helping turn those conversations into scheduled appointments.
• Making outbound calls to schedule maintenance, service agreement, and follow-up visits.
• Responding promptly to voicemails, emails, internet leads, internal requests, and customer chats.
• Scheduling appointments for our sales, service, plumbing, drain, water treatment, electrical, and HVAC teams.
• Managing the daily call schedule and working closely with dispatchers and technicians to maximize productivity.
• Staying aware of dispatch flow and proactively identifying scheduling conflicts or opportunities.
• Accurately documenting customer communications, concerns, and follow-up activities in the customer's account.
• Following up with customers by sending estimates, addressing concerns, and completing other requested communications.
• Listening carefully to customer concerns and making sure unhappy customers receive appropriate attention and follow-through.
• Making memorable follow-up calls to customers after their service when needed.
• Staying knowledgeable about Wisler's services and offerings so you can confidently help customers find the right solution.

Job description

CUSTOMER CARE REPRESENTATIVE

$17 - $21 per hour + Bonus & Commission Opportunities

This position reports daily to Rocky Mount, VA

If you're someone who genuinely enjoys helping people, thrives in a fast-paced environment, and can keep your cool when the phones are ringing and priorities are changing, we want to hear from you!

At Wisler, our Customer Care Representatives are often the first person a customer speaks with. You'll play an important role in creating a positive customer experience while helping customers get the service they need.

YOUR NEW ROLE:

As a CUSTOMER CARE REPRESENTATIVE, you will be responsible for providing exceptional customer service while efficiently managing customer interactions and appointments. You will answer inbound customer calls and schedule service appointments using established scripts, make outbound calls to existing clients to schedule routine maintenance, and accurately enter customer and job information into the system. You will also conduct quality control calls as needed to ensure customer satisfaction. Success in this role includes maintaining a 85% booking ratio on incoming calls while meeting call volume expectations, including a minimum of 3-4 hours of phone time per day and 20 outbound calls per day.

DAY-TO-DAY RESPONSIBILITIES:

• Answering incoming calls from prospective and existing customers and helping turn those conversations into scheduled appointments.
• Making outbound calls to schedule maintenance, service agreement, and follow-up visits.
• Responding promptly to voicemails, emails, internet leads, internal requests, and customer chats.
• Scheduling appointments for our sales, service, plumbing, drain, water treatment, electrical, and HVAC teams.
• Managing the daily call schedule and working closely with dispatchers and technicians to maximize productivity.
• Staying aware of dispatch flow and proactively identifying scheduling conflicts or opportunities.
• Accurately documenting customer communications, concerns, and follow-up activities in the customer's account.
• Following up with customers by sending estimates, addressing concerns, and completing other requested communications.
• Listening carefully to customer concerns and making sure unhappy customers receive appropriate attention and follow-through.
• Making memorable follow-up calls to customers after their service when needed.
• Staying knowledgeable about Wisler's services and offerings so you can confidently help customers find the right solution.