Remote Customer Service Representative

Remote Customer Service Representative

A&L Plumbing, Heating, and Cooling Inc. means choosing a company that upholds honesty, professionalism, and a deep-rooted family ethos. With a trusted presence in the Greater Boston and Metro West areas since 1975, we're recognized for our integrity and excellence in service.

We are currently looking for a RemoteCustomer Service Representative to join our growing team. This position gives you the opportunity to gain valuable office experience providing customer service over the phone. Apply today to learn more and see if this could be the right fit for you!

Summary/Objective: This full-time Customer Service Representative is responsible for delivering exceptional customer service by handling incoming inquiries, addressing customer concerns, resolving issues, and scheduling service and maintenance appointments. This role requires strong communication skills, patience, attention to detail, and the ability to multitask in a fast-paced environment. Additional responsibilities include making outbound calls, supporting customer follow-up efforts, and assisting with maintaining efficient technician schedules to ensure a positive customer experience and smooth daily operations.

Pay: Depending on Experience

Benefits:

• Medical, Dental, and Vision are paid at 50% for Employee
• LTD paid by the company
• Life Insurance $50K paid by the company
• Aflac Accident Insurance Available
• 401k 5% match after 6 months
• Birthday Bonus (equivalent to 8 hrs. pay)
• Vacation (2 weeks first year, 3 weeks 1-4 years and 4 weeks 5+)
• Sick time (40 hrs. for FT employees)
• Bereavement (3 days)
• Tuition Reimbursement ($500/year)

Hours: Monday through Friday 7am-3:30pm. On call rotation is 1 week every 4 weeks

Job Duties/Responsibilities:

• Interact with customers via telephone, email, or in person to provide support and information on products or services.
• Maintain technicians' daily schedules.
• Maintain customer accounts and record detailed customer interactions.
• Keep customers apprised of the tech's schedule/lead times.
• Resolve customers' concerns and answer customers' questions to your best ability.
• Follow communication procedures, guidelines, and policies.
• Perform other related duties as assigned.

Required Qualifications/Attributes:

• 3+ years of Service Titan
• Trade experience - Prefer HVAC and Plumbing
• High school diploma or GED
• Ability to multi-task, prioritize, and manage time effectively.
• Great communication skills and ability for active listening.