Customer Care Specialist: Scheduling & Service Coordination

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

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