Customer Service Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee comprehensive customer support and light dispatching operations.

• Manage inbound calls related to appliance repair scheduling, service updates, and customer complaints.

• Conduct outbound follow-up calls to verify appointments and inform customers about parts, technician arrival times, and any delays.

• Utilize CRM and dispatching software to arrange and manage technician appointments based on their availability, location, and appliance type.

• Address complaints, technician delays, missed appointments, and last-minute cancellations.

• Respond to customer inquiries through phone, email, and text messaging.

• Maintain customer records, generate reports, and handle pricing and payment processing.

• Adhere to the operations manual and escalate issues only when necessary.

• Serve as the primary point of contact between customers and technicians.

⛳️ Requirements

• Minimum of 2 to 5 years of relevant customer service experience (candidates from any industry are welcome).

• Strong independent problem-solving capabilities; adept at resolving customer issues without constant supervision and taking ownership of assigned tasks.

• Dependable and consistently present at the computer/desk during scheduled hours.

• Positive and enthusiastic attitude that aligns with the company culture.

• Effective communication skills via phone, email, and text.

• Comfortable with both outbound and inbound calls, including proactively conveying challenging updates.

• Willingness and ability to quickly learn new tools and technologies.

• Previous experience in a home services business is advantageous (but not mandatory).

• Background in tech support or voice account roles is acceptable.

• Availability to work Monday through Friday, from 8:00 AM to 5:00 PM PST (11:00 PM to 8:00 AM Philippine time).

🏝️ Benefits

• Continuous training opportunities.

• Potential for career advancement.

• Year-round employment.

• Encouraging and supportive work environment.