Customer Care Representative

Wisler Plumbing, Heating, Cooling & Electric•Rocky Mount, VA

12d•$17 - $21•Onsite

About The Position

This position reports daily to Rocky Mount, VA. If you’re someone who genuinely enjoys helping people, thrives in a fast-paced environment, and can keep your cool when the phones are ringing and priorities are changing, we want to hear from you! At Wisler, our Customer Care Representatives are often the first person a customer speaks with. You’ll play an important role in creating a positive customer experience while helping customers get the service they need.

Requirements

Customer-focused mindset – You genuinely enjoy helping people and finding solutions to their needs.
Strong communication skills – You can communicate clearly, professionally, and respectfully with customers and team members.
Excellent organization and attention to detail – You can keep track of multiple customers, appointments, requests, and follow-up tasks without letting things fall through the cracks.
Problem-solving ability – You can think on your feet, work through customer concerns, and determine the appropriate next step.
Follow-through – When you tell a customer you will do something, you make sure it gets done.
Ability to multitask – You’re comfortable working in an environment where priorities shift, the phone is constantly ringing, and interruptions are part of the job.
Business awareness – You understand that providing excellent customer service also means helping the company maintain a productive schedule and serve customers efficiently.
Positive, can-do attitude – You bring energy, humility, honesty, and a willingness to learn every day.
Comfort with technology – You’re willing and able to learn the systems and technology used to communicate with customers and manage appointments.
Availability and reliability – You understand that our customers depend on us to be available when they need us. This includes being a part of an on-call rotation 1-3 times per month.
High school diploma or equivalent.
Must successfully pass a background check and pre-employment drug test.

Nice To Haves

Tobacco-free candidates are preferred.

Responsibilities

Answering incoming calls from prospective and existing customers and helping turn those conversations into scheduled appointments.
Making outbound calls to schedule maintenance, service agreement, and follow-up visits.
Responding promptly to voicemails, emails, internet leads, internal requests, and customer chats.
Scheduling appointments for our sales, service, plumbing, drain, water treatment, electrical, and HVAC teams.
Managing the daily call schedule and working closely with dispatchers and technicians to maximize productivity.
Staying aware of dispatch flow and proactively identifying scheduling conflicts or opportunities.
Accurately documenting customer communications, concerns, and follow-up activities in the customer's account.
Following up with customers by sending estimates, addressing concerns, and completing other requested communications.
Listening carefully to customer concerns and making sure unhappy customers receive appropriate attention and follow-through.
Making memorable follow-up calls to customers after their service when needed.
Staying knowledgeable about Wisler's services and offerings so you can confidently help customers find the right solution.
Working as part of a team with Customer Care Representatives, dispatchers, technicians, managers, and leadership to provide an exceptional customer experience.