Customer Service Representative – HomeX Services Group

Location: Lincoln, RI | Full-Time

Tired of jobs where every call feels the same—and nobody has your back?

Want a fast-paced team where the day flies by and the energy is real?

Okay with a rotating schedule (including weekends/holidays) if it means stability, growth, and a strong team?

Keep reading.

The Role (Your Day-to-Day)

You’re the calm in someone’s stressful moment.

A homeowner calls—no heat, plumbing issue, something urgent. You step in, take control, and guide them to a solution.

You’ll handle inbound calls, schedule service, document details, and work closely with dispatch to keep everything moving.

Fast-paced. Team-driven. Never boring.

Company Overview

Founded in 2017, HomeX Services Group operates regionally throughout the Northeast and Mid-Atlantic as a provider of a wide range of home services including HVAC, plumbing, and electrical services. A focus on people, technology, and operations has helped HomeX be recognized as one of the fastest growing HVAC, Plumbing, and Electrical Services providers in both the residential and commercial segments. We understand that a home is our client’s biggest investment and that they want to keep it in top condition. To achieve this, we are committed to living out our values of providing quality service each day to best serve homeowners. We strive to maintain our commitment of excellence in service through high-quality partnerships with other like-minded organizations with a people-first vision. 

Position Overview

As a Customer Support Center Representative, you will be responsible for providing exceptional customer service and support through telephone interactions. You will handle inbound and outbound calls, addressing customer inquiries, resolving complaints, and ensuring customer satisfaction. This role will require excellent communication skills, a customer-focused approach, and the ability to multitask.

Why Join Us?

Be part of a team that values exceptional service, teamwork, and continuous improvement. Our Customer Support Center Representatives receive ongoing training, development opportunities, and the support needed to succeed in a fast-paced environment.

With flexible shift options, a strong team culture, and opportunities to grow, this role is a great opportunity for individuals looking to build customer service skills while making a positive impact every day.

Essential Job Functions

• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and requests. 
• Provide accurate and detailed information about products, services, and company policies to customers.
• Investigate and resolve customer complaints or concerns, escalating to higher-level support when necessary.
• Maintain a high level of product knowledge to effectively assist customers with booking appointments and educating them on membership opportunities and benefits.
• Document customer interactions, including details of inquiries, complaints, or actions taken, in the appropriate systems or databases.
• Follow established Customer Support Center scripts, procedures, and guidelines to ensure consistent and quality customer interactions.
• Meet or exceed individual and team performance targets, including average call handling time, customer satisfaction, and first-call resolution.
• Collaborate with other team members and departments to resolve customer issues and improve the overall customer experience.
• Stay updated on company products, services, promotions, and policies to provide accurate and up-to-date information to customers.
• Participate in ongoing training and professional development programs to enhance knowledge and skills.
• Adhere to Customer Support Center policies and procedures, including confidentiality and data protection guidelines.
• Contribute to a positive and supportive team environment by actively sharing knowledge and best practices with colleagues.
• Identify opportunities for process improvements and provide feedback to supervisors or managers.

Schedule andAvailability

• We offer a wide range of shift options, including flexible scheduling opportunities that can be a great fit for students and individuals balancing other commitments.
• Must be adaptable to a flexible work schedule, including evening shifts, weekends, and holidays as required.
• Weekend and holiday availability is required.
• Reliable transportation is required to ensure consistent attendance and schedule adherence.

Typical shifts include:

• 6:00 AM – 2:30 PM
• 7:00 AM – 3:30 PM
• 8:00 AM – 4:30 PM
• 9:00 AM – 5:30 PM
• 10:00 AM – 6:30 PM
• 11:00 AM – 7:30 PM
• 12:00 PM – 8:30 PM
• 2:30 PM – 11:00 PM

Required Skills and Experience

Qualifications

• High school diploma or equivalent; additional education is a plus. 
• Previous experience in a customer service or Customer Support Center role is preferred.
• Familiarity with Customer Support Center software and systems, including customer relationship management (CRM) tools and telephony systems.

Communication & Customer Service Skills

• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle difficult or irate customers with patience and professionalism.
• Customer-centric mindset and a passion for delivering exceptional service.
• Ability to maintain professionalism and composure during challenging customer interactions.

Technical & Organizational Skills

• Proficiency in using computers and navigating multiple software applications simultaneously.
• Strong multitasking and organizational skills with the ability to prioritize and manage time effectively.
• Attention to detail and accuracy in data entry and documentation.

Work Style & Expectations

• Ability to work well both independently and in a team environment.
• Positive attitude, resilience, and adaptability to handle a high-pressure work environment.
• Willingness to participate in ongoing training and professional development programs.
• Willingness to adhere to Customer Support Center metrics and performance goals.

Compensation & Benefits 

• Paid Time Off (PTO) & Holiday Pay according to company policy
• Continuous training and development opportunities
• Medical, Dental, and Vision Insurance
• 401(k) Plan with Company Match
• Long-Term Disability
• Company-Paid Life Insurance
• Flexible Spending Account
• Great Company Culture