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

Health Insurance

Dental/Vision Insurance

401(k) match

Paid Holidays and PTO

Paid Training

Tuition Reimbursement

Employee Discounts

Volunteer Opportunities

Breakfast Provided

Family-oriented culture

Job summary

Wisler Plumbing, Heating, Cooling & Electric in Rocky Mount, VA is seeking a Customer Care Representative to handle inbound calls and schedule service appointments with accuracy. You will enter customer data, manage the daily schedule with dispatchers and technicians, and strive for an 85% booking ratio while meeting daily call-time targets.

This role emphasizes a customer-focused mindset, clear communication, and strong organization within a collaborative team that values service excellence and

Qualifications

• Customer-focused mindset – enjoy helping people and finding solutions.
• Strong communication skills – clear, professional and respectful.
• Excellent organization and attention to detail across multiple tasks.
• Problem-solving ability to handle customer concerns promptly.
• Follow-through to ensure commitments are completed.
• Ability to multitask in a shifting, phone-driven environment.
• Business awareness for productive scheduling and service delivery.
• Positive, can-do attitude with willingness to learn.
• Comfort with technology and learning new systems quickly.
• Availability and reliability, including occasional on-call shifts.

Responsibilities

• Answer inbound calls and convert conversations to scheduled appointments.
• Make outbound calls to schedule maintenance and follow-up visits.
• Respond to voicemails, emails, and chats promptly.
• Schedule appointments for service, plumbing, electrical, HVAC teams.
• Manage daily call schedule with dispatchers and technicians.
• Identify scheduling conflicts and opportunities proactively.
• Document customer communications in the account accurately.
• Send estimates and handle follow-up communications.
• Listen to customer concerns and ensure proper follow-through.
• Conduct informative follow-up calls after service when needed.
• Maintain knowledge of Wisler's services to guide customers to solutions.
• Collaborate with team to provide exceptional customer experiences.

Skills

Customer service

Communication

Organization

Problem-solving

Multitasking

Attention to detail

Teamwork

Technology proficiency

On-call availability

Education

High school diploma

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:

1. Answering incoming calls from prospective and existing customers and helping turn those conversations into scheduled appointments.

2. Making outbound calls to schedule maintenance, service agreement, and follow-up visits.

3. Responding promptly to voicemails, emails, internet leads, internal requests, and customer chats.

4. Scheduling appointments for our sales, service, plumbing, drain, water treatment, electrical, and HVAC teams.

5. Managing the daily call schedule and working closely with dispatchers and technicians to maximize productivity.

6. Staying aware of dispatch flow and proactively identifying scheduling conflicts or opportunities.

7. Accurately documenting customer communications, concerns, and follow-up activities in the customer's account.

8. Following up with customers by sending estimates, addressing concerns, and completing other requested communications.

9. Listening carefully to customer concerns and making sure unhappy customers receive appropriate attention and follow-through.

10. Making memorable follow-up calls to customers after their service when needed.

11. Staying knowledgeable about Wisler's services and offerings so you can confidently help customers find the right solution.

12. Working as part of a team with Customer Care Representatives, dispatchers, technicians, managers, and leadership to provide an exceptional customer experience.

WHAT SUCCESS LOOKS LIKE:

• Consistently achieving an 85% or higher booking rate.

• Helping the team maintain a 95% or higher call answer rate.

• Averaging approximately 20 outbound calls per day.

• Staying productive and engaged throughout the day while balancing phone time, customer follow-up, and administrative responsibilities.

• Providing a customer experience that results in minimal complaints and concerns.

• Keeping accurate and complete customer records.

• Maintaining strong call-flow and scheduling performance.

• Maintaining strong follow-through on customer requests, leads, and scheduled appointments.

JOB REQUIREMENTS:

1. Customer-focused mindset – You genuinely enjoy helping people and finding solutions to their needs.

2. Strong communication skills – You can communicate clearly, professionally, and respectfully with customers and team members.

3. Excellent organization and attention to detail – You can keep track of multiple customers, appointments, requests, and follow-up tasks without letting things fall through the cracks.

4. Problem-solving ability – You can think on your feet, work through customer concerns, and determine the appropriate next step.

5. Follow-through – When you tell a customer you will do something, you make sure it gets done.

6. Ability to multitask – You’re comfortable working in an environment where priorities shift, the phone is constantly ringing, and interruptions are part of the job.

7. Business awareness – You understand that providing excellent customer service also means helping the company maintain a productive schedule and serve customers efficiently.

8. Positive, can-do attitude – You bring energy, humility, honesty, and a willingness to learn every day.

9. Comfort with technology – You’re willing and able to learn the systems and technology used to communicate with customers and manage appointments.

10. Availability and reliability – You understand that our customers depend on us to be available when they need us. This includes being a part of an on-call rotation 1-3 times per month.

WE BELIEVE IN TAKING CARE OF OUR TEAM

• 90% Company-Paid Health Insurance

• Optional Dental and Vision Insurance

• Company-Funded Life and AD&D Insurance

• 401(k) with Company Match

• Paid Holidays and Paid Time Off

• Paid Training and Ongoing Development

• Career Growth and Promotion Opportunities

• Tuition Reimbursement (role dependent)

• Employee Discounts

• Volunteer Opportunities

• Daily Hot Breakfast Provided

• Supportive, Family-Oriented Team Culture

Voted Best of Roanoke 2026 Platinum Winner in Plumbing, HVAC, and Electrical Services.

About Wisler Plumbing, Heating, Cooling & Electric

• Wisler proudly serves Roanoke, Franklin County, and the Smith Mountain Lake area. Founded in 1986 by Daniel Wisler, our company was built on one simple principle: always do what is fair and right.

• From the beginning, Daniel led by example—teaching the importance of integrity, accountability, perseverance, and taking responsibility even when it’s difficult. Those values continue to guide our business today and are deeply woven into our culture.

• At Wisler, we believe strong values are the difference between a company that simply survives and one that truly thrives. Our team works hard, supports one another, and takes pride in delivering exceptional service to our community.

• We are committed to developing our people, promoting from within, and creating long-term career opportunities in the plumbing, HVAC, electrical, and water quality industries.

Why You’ll Love Working at Wisler

At Wisler Plumbing, Heating, Cooling & Electric, we don’t just offer jobs—we build careers.

Our culture is built on respect, accountability, and teamwork. We support each other, celebrate success together, and take pride in the work we do for our customers and our community.

Whether you are starting your career or bringing years of experience, you will find opportunities here to grow, learn, and make a meaningful impact.

Wisler Plumbing, Heating, Cooling & Electric is proud to be an Equal Opportunity Employer.

1. Education: High school diploma or equivalent.

2. Experience: No prior experience necessary; paid training is provided.

3. Skills: Strong communication, attention to detail, organization, problem-solving, and a customer-focused mindset.

4. Additional Requirements: Must successfully pass a background check and pre-employment drug test. Tobacco-free candidates are preferred.