Customer Service Representative

Canadian home service company is looking for a remote office manager to service Canadian customers, open and close jobs, communicating and scheduling appointments with technicians and clients, getting payments, etc.

Training and necessary software will be provided.

Responsibilities include:

Answering Client Calls and Inquiries:
Respond to incoming calls from clients seeking home services.
Provide information about services offered, pricing, and availability.
Address client concerns and questions in a courteous and professional manner.

Scheduling and Dispatching:
Schedule service appointments based on client needs and technician availability.
Assign and dispatch technicians to service calls in an efficient manner.
Ensure optimal routing and scheduling to maximize technician productivity and minimize travel time.

Communication with Technicians:
Maintain regular communication with technicians to provide job details and updates.
Relay any special instructions or client requests to the technicians.
Monitor the status of ongoing jobs and assist technicians with any issues that arise on-site.

Updating and Maintaining Records:
Enter and update client information, service requests, and job details in the company database.
Ensure accurate and timely documentation of all interactions and transactions.
Maintain records of technician assignments, job completions, and follow-up actions.

Managing Client Expectations:
Inform clients of any delays, changes in schedule, or unexpected issues.
Provide estimated arrival times and updates on technician status.
Ensure clients are satisfied with the service provided and handle any complaints or issues promptly.

Reporting and Quality Control:
Generate reports on service call volumes
Follow up with clients after service completion to ensure satisfaction

Necessary Qualities:

Excellent Communication Skills:
Proficient in verbal and written English (C1-C2) to effectively communicate with clients and technicians.
Ability to listen actively and understand client needs and concerns.

Strong Organizational Skills:
Capable of managing multiple tasks and prioritizing effectively.
Detail-oriented to ensure accurate scheduling and record-keeping.

Customer Service Oriented:
Friendly and courteous demeanor when dealing with clients.
Committed to ensuring client satisfaction and resolving complaints

Available PC/Laptop with a microphone.

Guarantee of a quite work environment during work hours.

Short-notice constant availability during work hours.

Work Conditions:

Remote Work.
Time Zone: Shifts aligned with Canadian time zones (Toronto Time).