Experienced Remote Customer Experience Agent - 3rd Shift - Workwarp

Join Our Team: Transforming Customer Experience in the Chicagoland Area

At Workwarp, we're passionate about delivering exceptional customer experiences and building a team of dedicated professionals who share our vision. As a leading company in the industry, we're committed to fostering a culture of innovation, collaboration, and continuous learning. We're now seeking an experienced Customer Experience Agent to join our team on a full-time, remote basis, working the 3rd shift (6:00pm-2:30am, Monday through Thursday, and 3:30pm-12:00am on Sunday).

About the Role

As a Customer Experience Agent, you will be the primary point of contact for our customers, providing top-notch service and support via phone, while also dispatching calls to technicians and performing various administrative duties. This is a fantastic opportunity to work with a dynamic team, develop your skills, and advance your career in a rapidly growing company.

Key Responsibilities

• Answer inbound phone calls to schedule jobs and handle customer service inquiries in a timely and professional manner
• Initiate outbound phone calls to customers for scheduling service calls, ensuring seamless communication and follow-up
• Handle various customer inquiries and requests efficiently, resolving issues and addressing concerns
• Dispatch technicians to jobs based on qualifications, geography, and customer preference, utilizing Service Titan software
• Proactively communicate with customers regarding estimated arrival times, technician details, and other relevant information
• Collaborate with technicians to ensure smooth service delivery, addressing availability, expected completion times, and other concerns
• Ensure accuracy of customer details, including name, phone number, address, and other relevant information
• Perform administrative duties as requested by your supervisor and other managers, demonstrating flexibility and a willingness to adapt
• Interact with service technicians and customers across residential and commercial sectors, developing strong relationships and providing excellent service

Essential Qualifications

To succeed in this role, you will need:

• A high school diploma or equivalent (GED)
• A minimum of 3 years of relevant work experience in a customer service environment, preferably in a fast-paced, dynamic industry
• Strong verbal and written communication skills, with the ability to articulate complex information clearly and concisely
• Familiarity with the Chicagoland area, including its geography and customer needs
• Proficiency in Microsoft Office, with the ability to learn new software and systems
• Attention to detail, with a focus on accuracy and quality in all interactions
• The ability to manage priorities and workflow, working effectively in a remote environment
• Flexibility and a willingness to work within constantly changing priorities, adapting to new situations and challenges

Preferred Qualifications

While not essential, the following qualifications will be considered a plus:

• Previous dispatch experience, particularly in industries such as plumbing, electric, or HVAC
• Knowledge of plumbing, electric, or HVAC systems, with a understanding of the technical aspects of our services
• A proven track record of delivering exceptional customer service, with a focus on building strong relationships and resolving issues effectively

What We Offer

At Workwarp, we're committed to supporting our team members and providing a comprehensive benefits package, including:

• Medical, dental, and vision insurance, ensuring you and your family's well-being
• Supplemental AFLAC insurance options, providing additional financial security
• A 401(k) plan with company match, helping you plan for your future
• Company-provided life insurance, giving you peace of mind
• Employee discounts on company-provided services, allowing you to experience our services firsthand
• On-site training facilities for continuous employee development, supporting your growth and career advancement
• Paid time off (PTO) and paid holidays, allowing you to recharge and spend time with loved ones
• Tuition reimbursement, supporting your ongoing education and professional development

Career Growth and Development

At Workwarp, we're dedicated to helping our team members grow and develop their skills. As a Customer Experience Agent, you'll have opportunities to:

• Develop your customer service skills, becoming a trusted expert in our industry
• Expand your knowledge of our services and technical aspects, enhancing your ability to support customers and technicians
• Build strong relationships with colleagues and customers, fostering a sense of community and collaboration
• Take on new challenges and responsibilities, advancing your career and contributing to the company's success

Our Culture and Work Environment

As a remote team member, you'll be part of a dynamic and supportive community that values flexibility, innovation, and collaboration. We offer:

• A flexible, remote work environment that allows you to work from the comfort of your own home
• A culture that prioritizes continuous learning, growth, and development
• A team that is passionate about delivering exceptional customer experiences and making a positive impact

Compensation and Benefits

We're offering a competitive salary of $20 per hour, along with a comprehensive benefits package that includes:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Join Our Team!

If you're a motivated and customer-focused individual looking for a new challenge, we'd love to hear from you. Even if you don't meet every qualification, we encourage you to apply and discuss your application with our team. At Workwarp, we're committed to finding the right talent and supporting their growth and development.

Apply now and take the first step towards a rewarding career with Workwarp!