Calendar Management, Communication Skills, Computer Skills, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Detail Oriented, Electricity, Maintenance - Electrical, Organizational Skills, Plan Meetings, Presentation/Verbal Skills, Pricing, Problem Solving Skills, Resolve Customer Issues, Service Delivery, Telephone Skills, Time Management, Track Customer Issues, Writing Skills
Job Overview
PorterMatt Electric Inc. is seeking a dedicated and professional Remote Customer Service Representative to join our team on a full-time basis. Since 1998, our organisation has been a leader in the commercial electrical industry, built on a foundation of honesty, dependability, and integrity. We are looking for an individual who shares our commitment to excellence and can provide outstanding support to our valued clients from a remote setting. As the first point of contact, you will play a crucial role in maintaining our reputation for exceptional service and fostering strong, long-lasting business partnerships.
Responsibilities
- Serve as the primary point of contact for new and existing commercial clients, handling enquiries via phone, email, and other communication channels.
- Provide accurate and detailed information regarding our electrical services, pricing, and scheduling availability.
- Efficiently schedule and coordinate appointments for our team of electricians, ensuring optimal routing and client satisfaction.
- Address and resolve customer issues or complaints with professionalism and empathy, escalating complex cases when necessary.
- Maintain and update customer records with precision and confidentiality in our company database.
- Proactively follow up with clients to ensure their service expectations have been met and to gather feedback.
- Collaborate effectively with internal teams, including technicians and management, to ensure a seamless service delivery experience for our customers.
Qualifications
- Proven experience in a customer service or client-facing role is essential.
- Exceptional verbal and written communication skills, with a clear and professional telephone manner.
- Strong problem-solving skills and the ability to remain calm and composed under pressure.
- Excellent organisational and time-management abilities, with a keen eye for detail.
- Proficiency in using computers and familiarity with CRM software is highly desirable.
- Must have a dedicated, quiet, and suitable home office environment to work from.
- Experience within the trade services or electrical industry would be a significant advantage but is not required.
Benefits
- A competitive hourly wage and comprehensive benefits package.
- The flexibility and convenience of a fully remote working arrangement.
- Opportunities for professional growth and ongoing training.
- Be part of a supportive, friendly, and well-established company that values its employees.