What are the responsibilities and job description for the Outbound Customer Service Representative position at Abacus Plumbing, Air Conditioning and Electrical?
Overview
The Outbound Customer Service Representative will provide exceptional customer service to our clients using a pleasant enthusiastic tone of voice and a willingness to assist our clients even in stressful and high-pressure situations. Our Customer Service Department receives continuous training, to assist the team with meeting and exceeding booking goals.
Schedule:
- Shift A: Sunday-Thursday 9am-6pm
- Shift B: Tuesday - Saturday 9am-6pm
- *schedule is subject to change
What's In It For Me?
- Market Value Compensation
- PTO Plan
- Health, Vision and Dental plans for you and your family to choose from
- 401K Retirement Plan with company match up to 30%
- Life Insurance, Short-Term and Long-Term Disability
- Special Program Options: FSA, EPA, Legal Services, and Identity Theft
- Continuous Training for your Professional Development
- Working in a dynamic, collaborative, and fun environment
- Coached and supported career growth
Responsibilities
What Will I Do?
Outbound Customer Engagement
- Conduct outbound calls to inform customers of available plumbing, HVAC, and electrical services.
- Promote membership benefits, including scheduled visits and exclusive perks.
- Communicate ongoing specials and service promotions relevant to customer needs.
Inbound Chat, Text & AI‑Driven Interactions
- Respond promptly to inbound chat and text campaigns to schedule appointments for service, inspections, estimates, and recalls.
- Monitor and manage Customer AI Alerts/Notifications, including:
- Answering customer questions
- Providing follow‑up call support
- Completing rescheduling requests
- Supporting membership sales
- Attempting to save cancellations when appropriate
Customer Communication & Issue Resolution
- Process customer email inquiries and respond professionally via phone or email.
- Escalate customer concerns to management when needed, following established protocols.
- Maintain a calm, enthusiastic, and solutions‑focused tone during high‑pressure or stressful situations.
Data Entry & System Accuracy
- Accurately enter new customer information and update existing client records in the CRM system.
- Ensure all interactions, notes, and outcomes are documented clearly and correctly to support team accuracy and service continuity.
Qualifications
Do I Have What It Takes?
- Minimum High School Graduate/GED Equivalent.
- 3 years’ experience in a call/contact center or dispatch center (preferred).
- Intermediate skills in Microsoft Windows, including Word and Excel.
- Experience working with Call Center phone systems.
- Regular and consistent attendance is required.
Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.
Salary : $18 - $22