Customer Care Representative; CCR

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Valparaiso, IN, United States of America

Full Time

Customer Care Representative (CCR)

Company:
Amps & Volts Electric, Inc.

Job Type: Full-Time

Work Location:

In Person

Pay Range: $17.00-$23.00 per hour based on skills and experience, plus eligibility for performance bonuses after 90 days of employment.

Introduction

Welcome to Amps & Volts Electric, Inc.! We are a dynamic and growing family-owned company dedicated to providing top-notch residential electrical and home standby generator services to our clients. Our mission is to make Northwest Indiana safer one house at a time.

We are currently seeking a warm, upbeat, engaging, and confident Customer Care Representative to join our team.

This is a results-driven customer care and appointment-setting role. You will often be the first point of contact with our clients, creating an exceptional customer experience, scheduling service appointments, and helping keep our technicians' schedules full.

At Amps & Volts, great customer service directly supports our clients, field team, and company. Strong performance is recognized through coaching, growth opportunities, and performance-based compensation.

A significant part of this position involves outbound calls to existing customers and returning calls to prospective customers who have already contacted us. These are warm calls, not cold calls, and may include estimate follow-up, current promotions, and service opportunities. If you enjoy initiating conversations, connecting with different people, communicating with energy and confidence, and turning conversations into scheduled appointments, we would love to hear from you.

• Answer incoming customer calls promptly, professionally, and courteously.
• Create a POSITIVE FIRST IMPRESSION and provide an EXCEPTIONAL and MEMORABLE customer experience during EVERY interaction.
• Listen carefully to customers and ask appropriate questions to understand their electrical or generator service needs.
• Gather and accurately enter customer contact information and service details.
• Schedule service appointments based on customer needs and available appointment times using our priority scheduling operating procedure.
• Clearly explain appointment information, service expectations, and next steps.
• Handle customer questions and concerns professionally and involve the appropriate team member when additional assistance is needed.
• Identify urgent or potentially unsafe situations and appropriately handle or communicate them to the appropriate team member.
• Communicate with customers regarding appointment updates, scheduling changes, and other service-related information.
• Make proactive outbound calls to existing customers and prospective customers who have previously contacted the company to follow up on estimates, discuss current promotions and service opportunities, and help fill available appointment times.
• Build rapport, answer questions, handle objections professionally, and confidently offer to schedule service.
• Contact generator customers to schedule routine maintenance as needed.
• Promptly follow up with customers who contact the company outside normal business hours and return overflow calls in accordance with company procedures and assigned on-call responsibilities. Timely follow-up is critical.
• Confirm and maintain complete, accurate, and up-to-date customer records and document important details from customer conversations.
• Work closely with dispatcher and field team members to ensure customer information is communicated accurately.
• Follow company-approved call procedures and customer service standards.
• Maintain professionalism and composure during high call volumes and challenging customer interactions.
• Participate in ongoing training, coaching, meetings, and professional development and apply feedback to improve performance.
• Follow company operating procedures, standards, and policies.
• Consistently meet or exceed established minimum performance standards and KPIs for the position, including customer service, call handling, appointment-setting, and other assigned performance metrics.
• Support fellow team members and contribute to a positive, team-oriented work environment.
• Assist with dispatching if needed.
• Other office duties as assigned.

• High school diploma or GED.
• Previous customer service experience preferred; call center, scheduling, receptionist, or home-service experience is a plus.
• Strong written communication skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced office environment.
• Comfortable using computers, email, customer management software, and other business applications, with the ability to quickly learn and accurately use Service Titan as the company's primary customer and service management system.
• Ability to learn and consistently follow established processes and procedures.
• Ability…