Hybrid Customer Service Representative

2 days ago

Nanaimo, Canada Yellow Submarine Plumbing & Rooter Full time

**Customer Care Representative**

Yellow Submarine Plumbing and Rooter is looking for an enthusiastic and dedicated Customer Care Representative (CCR) to join our team. This **hybrid role **combines the flexibility of working from home with in-office training and occasional in-person days for team-building, training, and meetings. As a CCR, you'll be the cornerstone of our customer communication and scheduling efforts, ensuring an outstanding experience for our clients and supporting our team in keeping the schedule fully booked.

**Key Responsibilities**

**Call Management**
- Manage inbound calls and make outbound calls to update customers on current promotions, schedule appointments, and promote maintenance club memberships.
- Provide accurate product and service information, resolving issues effectively or escalating them when necessary.

**Scheduling**
- Book and optimize appointments to align customer needs with technician availability.
- Notify customers about any changes or updates to their scheduled services.
- Ensure that the daily schedule meets operational and service goals.
- Customer Relations
- Deliver exceptional service by addressing inquiries and concerns with care and professionalism.
- Maintain accurate customer records and ensure satisfaction at every interaction.
- Engage in upselling opportunities by recommending additional products or services tailored to customer needs.

**Team Collaboration**
- Work closely with technicians and other team members to coordinate schedules and service calls.
- Participate in in-person team meetings, training sessions, and team-building activities.

**Qualifications**
- High school diploma or GED required; additional education preferred.
- Proven experience in customer service or call center roles is a plus.
- Excellent verbal and written communication skills.
- Strong data entry skills with attention to detail.
- Proficiency in Google Workspace/Suite and basic CRM tools; familiarity with Service Titan software is a plus.

A positive, customer-focused attitude with the ability to work independently or collaboratively in a fast-paced environment.

**Work Environment and Schedule**
- Hybrid Role: Initial training will be conducted in the office, with most days working from home.
- Flexibility: Work hours range from 30 to 40 hours per week, including evenings and weekends.
- Occasional in-office days for team activities, training and meetings.

Join us in delivering exceptional service while advancing your career in a dynamic and friendly workplace

**Job Types**: Full-time, Part-time, Permanent

Pay: $19.00-$22.00 per hour

Expected hours: 25 - 40 per week

Additional pay:

- Bonus pay

**Benefits**:

- Company events
- Dental care
- Extended health care
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 10 hour shift
- 8 hour shift
- Day shift
- Every Weekend

Application question(s):

- Are you currently in Nanaimo or nearby area?

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (required)

Work Location: Hybrid remote in Nanaimo, BC V9S 2N8

Application deadline: 2024-11-30
Expected start date: 2024-11-25

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