Outbound Customer Service Representative

Wrench Group; Houston (TX); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Market Value Compensation

PTO Plan

Health, Vision and Dental plans

401K Retirement Plan

Life Insurance

Continuous Training

Job summary

A leading home services provider is seeking an Outbound Customer Service Representative in Houston, Texas. This role involves conducting outbound calls to inform customers about plumbing, HVAC, and electrical services, as well as responding to inbound communications. Ideal candidates should have a high school diploma, at least three years of experience in a call center, and proficient in Microsoft applications. The position offers market compensation, PTO, and various health plans.

Qualifications

• 3+ years experience in a call/contact center or dispatch center preferred.
• Intermediate skills in Microsoft Word and Excel.
• Regular and consistent attendance is required.

Responsibilities

• Conduct outbound calls to inform customers of available services.
• Respond promptly to inbound chat and text campaigns.
• Process customer email inquiries and respond professionally.
• Accurately enter new customer information in the CRM system.

Skills

Customer communication

Issue resolution

Data entry accuracy

Microsoft Windows proficiency

Call Center systems experience

Education

High School Graduate/GED Equivalent

Job description

The Outbound Customer Service Representative will provide exceptional customer service to our clients using a pleasant enthusiastic tone of voice and a willingness to assist our clients even in stressful and high‑pressure situations. Our Customer Service Department receives continuous training, to assist the team with meeting and exceeding booking goals.

Schedule

• Shift A Sunday‑Thursday 9am‑6pm
• Shift B Tuesday‑Saturday 9am‑6pm
• *schedule is subject to change

What’s In It For Me?

• Market Value Compensation
• PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short‑Term and Long‑Term Disability
• Special Program Options FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

What Will I Do?

• Outbound Customer Engagement
  • Conduct outbound calls to inform customers of available plumbing, HVAC, and electrical services.
  • Promote membership benefits, including scheduled visits and exclusive perks.
  • Communicate ongoing specials and service promotions relevant to customer needs.

Inbound Chat, Text & AI‑Driven Interactions

• Respond promptly to inbound chat and text campaigns to schedule appointments for service, inspections, estimates, and recalls.
• Monitor and manage Customer AI Alerts/Notifications, including
  • Answering customer questions
  • Providing follow‑up call support
  • Completing rescheduling requests
  • Supporting membership sales
  • Attempting to save cancellations when appropriate

Customer Communication & Issue Resolution

• Process customer email inquiries and respond professionally via phone or email.
• Escalate customer concerns to management when needed, following established protocols.
• Maintain a calm, enthusiastic, and solutions‑focused tone during high‑pressure or stressful situations.

Data Entry & System Accuracy

• Accurately enter new customer information and update existing client records in the CRM system.
• Ensure all interactions, notes, and outcomes are documented clearly and correctly to support team accuracy and service continuity.

Do I Have What It Takes?

• Minimum High School Graduate/GED Equivalent.
• 3+ years’ experience in a call/contact center or dispatch center (preferred).
• Intermediate skills in Microsoft Windows, including Word and Excel.
• Experience working with Call Center phone systems.
• Regular and consistent attendance is required.

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.