At TLC Plumbing Heating Cooling Electrical, we take pride in being an award-winning company built on a foundation of excellence and innovation. Our life-changing culture fosters growth, collaboration, and success, making us a sought-after workplace for experienced professionals looking to elevate their careers.
Our mission is simple yet powerful: to provide a stable and supportive work environment while earning the respect of our peers and industry leaders. We achieve this by staying true to our core values-honesty, hard work, respect, compassion, and consistency-which guide everything we do.
Job Description
We are seeking a friendly, organized, and reliable Part-Time Customer Service Representative to join our team. This remote position
serves as the first point of contact for customers during evening and weekend hours and plays a key role in delivering excellent service by
answering calls, scheduling appointments, and resolving customer questions efficiently and professionally.
This position is ideal for someone who enjoys helping customers, thrives in a fast-paced environment, and is available to work evenings and
weekends. The expected schedule is 20-30 hours per week.
Training and Schedule
New hires will complete a 2-4-week training period alongside a Full-Time Customer Service Representative. Training will take place Monday
through Friday between 7:00 AM-4:00 PM or 8:00 AM-5:00 PM.
- This is a remote position.
- Primary schedule: Saturday and Sunday, 8:00 AM-5:00 PM.
- Some weekday evening shifts from 5:00 PM-10:00 PM may be required based on business needs.
- Employees must maintain a dedicated, quiet, and professional work area that is free from distractions during scheduled working hours.
Job Requirements
- Answer inbound calls and assist customers with questions, service requests, and scheduling.
- Provide accurate information about services, pricing, and policies.
- Schedule, reschedule, and confirm appointments.
- Document customer interactions and update records in company systems.
- Resolve customer concerns or escalate issues as needed.
- Communicate effectively with dispatch, technicians, and management.
- Maintain a professional and positive attitude at all times.
- Serve as the on-call point of contact for dispatch operations after the standard business day closes from 5:00 PM-10:00 PM as assigned.
- Coordinate directly with field technicians during the evening shift to provide routing guidance, job updates, and end-of-day communication.
- Monitor the dispatch email inbox for customer escalations and time-sensitive issues requiring follow-up or same-night resolution.
- Clear the after-hours work order queue by reviewing, prioritizing, and assigning carry-over work orders that were not dispatched prior to 5:00 PM.
- Update work order records in the dispatch system to reflect status changes, technician assignments, and customer communication.
- Support on-call dispatch operations as needed, including routing urgent or emergency service calls to the appropriate technician.
Job Qualifications
- Able to demonstrate outstanding customer service.
- Capable of handling a large volume of calls with composure.
- Ability to fully understand what is being communicated by asking detailed questions and clarifying information.
- Strong attention to detail when entering work orders and customer information.
- Prior call center experience is a plus.
- Knowledge and understanding of scheduling and dispatching software preferred.
- Promotes teamwork and displays a positive attitude.
- Ability to organize daily priorities and manage time effectively.
- Willing and capable of handling additional work or projects as assigned.
- Ability to work remotely with reliable internet access and maintain a professional remote work environment.
Salary
$18 - $23 (hourly)
Why choose us?
- Secure your future with our retirement plan and company-provided life insurance policy.
- Career Growth Opportunities: Experience unparalleled professional development in an empowering culture that values your growth and potential.
- Great Work Culture: Be part of an empowering and collaborative community.