(3rd Shift) Customer Experience Agent *REMOTE*

Job Title: 3rd Shift Customer Experience Agent *REMOTE* Reports to: Office Manager Work Hours: 6:00pm-2:30am Monday through Thursday and 3:30pm-12:00am on Sunday... Pay Scale: $20/ hour Position Summary: This is a fully remote position that is primarily responsible for providing customer service over the phone to obtain complete and accurate information while assisting customers in a timely manner. The position also includes dispatching calls to technicians as well as various administrative duties. Job Duties and Responsibilities: Answer inbound phone calls to schedule jobs and handle customer service inquiries Initiate outbound phone calls for scheduling of service calls Handle various customer inquiries and requests efficiently and accurately Dispatch the correct technician (based on qualifications, geography, customer preference) to each job Utilize Service Titan software to effectively plan and dispatch jobs Proactively communicate with customers regarding estimated arrival times, technician details, etc. Communicate with technicians regarding availability, expected completion time, etc. Ensure accuracy of details (customer name, phone number, address, etc.) on all scheduled calls Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company High interaction with service technicians and various customers from residential to commercial Other duties as assigned Qualifications: Must be familiar with the surrounding Chicagoland area High school diploma or equivalent (GED) Minimum of 3 years relevant work experience in customer service environment Previous dispatch experience a plus Strong verbal and written communication skills Plumbing, Electric & HVAC experience a Plus Attention to detail Ability to manage priorities and workflow Ability to deal effectively with a diversity of individuals at all organizational levels Versatility, flexibility and a willingness to work within constantly changing priorities Proficient in Microsoft Office Ability to work from home efficiently Ability and willingness to work nights and weekends Benefits: Medical, Dental & Vision Insurance Supplemental AFLAC Insurance Options 401(k) Plan with Company Match Company-proved Life Insurance Employee discounts on company-provided services On-site training facility for continuous employee development Paid Time Off (PTO) Paid Holidays Tuition Reimbursement Job Type: Full-time Pay: $20.00 per hour Expected hours: 40 per week Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Professional development assistance Referral program Vision insurance Work from home Shift: Evening shift Overnight shift Work setting: Remote Work Location: Remote

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