Customer Service Representative (Appliance Repair Scheduling)
Location: Remote
Job Type: Full-Time (9:00 PM - 6:00 AM MNL time (Mon - Fri)
About the client:
Growing appliance repair company serving Norwalk and surrounding Connecticut areas. We pride ourselves on professional service, clear communication, and treating customers like family. As we continue to grow, we’re looking for a reliable Remote Customer Service Representative to be the first point of contact for our customers.
Job Overview:
The Remote Customer Service Representative will handle inbound customer calls, schedule appliance repair appointments, and provide status updates to customers regarding technician arrival times and service progress. This role is critical to keeping daily operations organized and customers informed and satisfied.
Key Responsibilities- Answer inbound phone calls, texts, and online service requests
- Collect customer information and perform service intake (appliance type, issue, location, availability)
- Schedule and reschedule appliance repair appointments
- Update customers on technician arrival windows, delays, and job status
- Coordinate with technicians regarding schedules and job notes
- Enter and update customer information accurately in our scheduling system
- Provide professional, friendly, and calm customer service at all times
- Follow call scripts and intake procedures while adapting to real customer situations - Update customers on the tracking of their parts orders as well
- Prior customer service, call center, or scheduling experience (appliance, HVAC, plumbing, or home services preferred)
- Strong phone communication and active listening skills
- Excellent organizational and time-management abilities
- Comfortable using scheduling software, CRM systems, and texting platforms
- Reliable internet connection and quiet work environment
- Ability to multitask and stay calm during high call volume
- Experience in appliance repair or home service industries
- Familiarity with dispatching or technician scheduling
- Bilingual (Spanish) is a plus but not required Work Schedule
- Flexible scheduling available
- Availability during standard business hours (including occasional evenings or
- Consistent attendance and punctuality required
Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.