Customer Care Specialist

Sylvester Electric is seeking a Customer Care Specialist to support our residential and commercial electrical projects in Tewksbury, MA. In this role, you'll be the first point of contact for customers, handling inbound calls and emails, scheduling service visits, and providing clear updates on work orders and estimates. You'll coordinate closely with electricians and office staff to keep jobs on track, ensure accurate data entry in our systems, and resolve basic billing and service questions.

This position is ideal for someone with strong communication skills, a customer-first mindset, and interest in the construction or electrical trades.

Responsibilities

• Serve as primary point of contact for residential and commercial customers via phone and email
• Schedule and coordinate electrical service appointments for field technicians
• Provide detailed information on services, estimates, and project status
• Enter and update customer and job information accurately in scheduling/CRM systems
• Follow up on open work orders, quotes, and customer inquiries to ensure resolution
• Collaborate with electricians, dispatch, and office staff to meet project timelines
• Handle billing questions, payments, and basic invoice support
• Monitor customer satisfaction and escalate service issues when needed
• Maintain a safety-first, professional, and courteous communication style
• Support continuous improvement of customer care processes and documentation

Required Skills

• Customer service software/CRMScheduling and dispatch systems
• Basic electrical or construction terminology
• Microsoft Office or Google Workspace
• Data entry and record keeping
• Call handling and phone systems
• Work order and invoice processing
• Time management and multitasking
• Conflict resolution and de-escalation
• Written and verbal communication