Customer Experience Representative

Customer Experience Representative (CSR/CER)

Location:

Anchorage, AK
Full-Time | Competitive Hourly Pay + Performance Incentives

Be the Voice That Builds Trust

At Drain Masters, we believe a great customer experience starts with great questions. As our Customer Experience Representative, you'll be the first person customers speak with when they need help. Many callers are stressed, frustrated, worried, or facing an urgent plumbing or drain issue. Your role is to bring calm, confidence, and professionalism to every conversation while helping customers take the next step toward a solution.

This is more than answering phones. You are the bridge between our customers and our service team. Every conversation is an opportunity to build trust, create confidence, and help someone solve a problem.

• Answer inbound customer calls, texts, and messages.
• Build trust and confidence with customers.
• Schedule service appointments and dispatch opportunities.
• Gather accurate customer and job information.
• Document conversations thoroughly and accurately.
• Help calm anxious customers and de-escalate upset callers.
• Communicate the value of our services without relying on price.
• Support technicians by providing complete and accurate call information.
• Follow proven customer service and call-handling processes.

• Consistently booking 88–92% of qualified inbound service opportunities.
• Creating positive customer experiences on every interaction.
• Maintaining accurate customer records and notes.
  
  Helping technicians arrive informed and prepared.
• Representing the company with professionalism, empathy, and confidence.

• Strong communication and listening skills.
• Friendly, confident phone presence.
• Ability to stay calm under pressure.
• Comfortable handling difficult conversations.
• Detail-oriented and organized.
• Coachable and willing to follow established systems.
• Previous experience in customer service, call centers, hospitality, retail, medical offices, dispatching, or administrative support is a plus.

• Enjoys helping people solve problems.
• Can guide a conversation without sounding pushy.
• Remains calm when others are stressed.
• Likes working toward measurable goals.
• Takes pride in creating exceptional customer experiences.
• Understands that customers are buying confidence and trust as much as they are buying service.

• A supportive and encouraging environment.
• Stable, year-round employment.
• Professional training and development.
• Clear expectations and measurable goals.
• Opportunities for growth and advancement.
• A team focused on delivering exceptional service to homeowners throughout Alaska.

If you're ready to be the voice that builds trust, we'd love to hear from you.