We are looking for a highly skilled and experienced Customer Care Representative to join our team. In this role, you will serve as a key escalation point for complex customer inquiries and issues. You will handle advanced-level customer service calls, troubleshoot sophisticated problems, de-escalate challenging situations, and drive resolutions that exceed customer expectations. This position is ideal for someone who thrives in high-pressure environments, possesses exceptional problem-solving abilities, and is passionate about delivering outstanding customer experiences.
Schedule
Monday - Friday 7:30 - 4:30 pm (hours may change based on business needs)
Key Responsibilities
Manage inbound advanced and escalated customer calls, emails, for complex issues that advanced problem resolution.
Act as the primary point of contact for customer problem escalations from the Client Service team, coordinating with internal teams (Field Service, Billing, Dispatch Operations, etc.) to achieve timely resolution.
Deliver empathetic, professional, and solution-oriented communication while maintaining composure during difficult customer interactions.
Follow up with customers post-resolution to ensure complete satisfaction and gather feedback.
Requirements & Qualifications
Experience: 5+ years of proven customer service experience, with at least 1–2 years specifically handling escalations in a call center environment.
Strong problem-solving and analytical skills with the ability to think quickly and manage multiple priorities.
Exceptional verbal and written communication skills with a demonstrated ability to de-escalate tense situations.
High emotional intelligence, patience, and empathy.
Proficient in using CRM systems (Service Titan preferred).
Solid technical aptitude and the ability to quickly learn complex products or services.
Preferred Qualifications
Previous experience in a senior or lead customer service role.
Knowledge of specific industry (HVAC, Electrical, Plumbing or other Home Service)