Outbound Customer Service Representative

Abacus Plumbing, Air Conditioning and Electrical•Houston, TX

35d

About The Position

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

Requirements

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.

Responsibilities

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.