Remote Route Service Representative Unifirst Jobs in Rio Rancho, NM

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 is a remote position for residents of New Mexico only. Applicants must reside in New Mexico at the time of hire and throughout their employment.

This 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 16-20 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 - $24 (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.