Company Overview
Priority Heating Cooling & Plumbing., established in 1996, is a full-service HVAC and plumbing company dedicated to providing prompt, safe, and friendly service. Our team of highly skilled licensed tradespeople supports residential and light commercial projects across the Tri-Cities and surrounding areas, emphasizing quality and customer satisfaction.
Summary
We are seeking a professional and customer-focused Remote Customer Service Representative to provide after-hours support for our customers. This position is fully remote and is responsible for handling customer inquiries, booking appointments, dispatching technicians, and supporting scheduling needs during evenings and weekends when the general office is closed.
The ideal candidate will have excellent communication skills, strong organizational abilities, and the ability to remain calm and professional while managing multiple priorities in a fast-paced environment.
Schedule
- Monday to Friday: 4:00 PM – 8:00 PM
- Saturdays: 8:00 AM – 12:00 PM
Training Requirement
Successful candidates must be available for approximately two weeks prior to their official start date to complete training during regular business hours. (Monday- Friday 8am-4pm)
Key Responsibilities
- Answer incoming customer inquiries professionally and courteously
- Provide general information and assistance to customers
- Take detailed and accurate messages for office staff
- Book service appointments for customers
- Dispatch after-hours and afternoon shift technicians as required
- Schedule sales personnel for customer sales visits when needed
- Prioritize customer needs while maintaining a high level of customer service
- Maintain accurate records and communication notes
- Handle multiple tasks and changing priorities effectively
- Other duties as assigned based on daily call volume.
Qualifications & Skills
- Proven customer service experience required
- Strong verbal and written communication skills in English
- Excellent phone etiquette and interpersonal skills
- Ability to work independently in a remote environment
- Strong organizational and multitasking abilities
- Ability to prioritize conflicting tasks while maintaining excellent customer experience
- Basic accounting knowledge and dispatching experience are considered assets
- Comfortable using scheduling, communication, and office software systems
Remote Work Requirements
- Quiet and professional home working environment required
- Reliable high-speed internet connection
- Consistent and dependable phone access
- Ability to work scheduled shifts without interruption
- Candidates will be required to provide evidence of their remote work environment to demonstrate they have a quiet and distraction-free workspace suitable for professional customer service responsibilities
- This position requires the employee’s full attention during scheduled working hours
- All calls will be recording for quality assurance and training.
Physical Requirements
- Must be physically capable of sitting for extended periods of time
Preferred Attributes
- Dependable and punctual
- Professional and positive attitude
- Strong problem-solving abilities
- Ability to remain calm under pressure
- Team-oriented with strong attention to detail
- Previous experience with trade industry customer service
- Prior experience with Service Titan Software huge asset.
Eager to make a difference in a dynamic environment? Apply now and become a key part of Priority Heating Cooling & Plumbing's dedicated team, where your skills will help us deliver top-tier service to our valued customers.
Pay: $18.00-$22.00 per hour
Benefits:
- Casual dress
- Company events
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Work from home
Experience:
- Dispatching/Scheduling: 1 year (preferred)
- Customer Service: 1 year (preferred)
- Service Titan Software: 1 year (preferred)
Work Location: Hybrid remote in Ayr, ON
