Remote Customer Service Representative

Job Overview

PorterMatt Electric Inc. is seeking a dedicated and professional Remote Customer Service Representative to join our team on a full-time basis. Since 1998, our organisation has been a leader in the commercial electrical industry, built on a foundation of honesty, dependability, and integrity. We are looking for an individual who shares our commitment to excellence and can provide outstanding support to our valued clients from a remote setting. As the first point of contact, you will play a crucial role in maintaining our reputation for exceptional service and fostering strong, long-lasting business partnerships.

Responsibilities

• Serve as the primary point of contact for new and existing commercial clients, handling enquiries via phone, email, and other communication channels.
• Provide accurate and detailed information regarding our electrical services, pricing, and scheduling availability.
• Efficiently schedule and coordinate appointments for our team of electricians, ensuring optimal routing and client satisfaction.
• Address and resolve customer issues or complaints with professionalism and empathy, escalating complex cases when necessary.
• Maintain and update customer records with precision and confidentiality in our company database.
• Proactively follow up with clients to ensure their service expectations have been met and to gather feedback.
• Collaborate effectively with internal teams, including technicians and management, to ensure a seamless service delivery experience for our customers.

Qualifications

• Proven experience in a customer service or client-facing role is essential.
• Exceptional verbal and written communication skills, with a clear and professional telephone manner.
• Strong problem-solving skills and the ability to remain calm and composed under pressure.
• Excellent organisational and time-management abilities, with a keen eye for detail.
• Proficiency in using computers and familiarity with CRM software is highly desirable.
• Must have a dedicated, quiet, and suitable home office environment to work from.
• Experience within the trade services or electrical industry would be a significant advantage but is not required.

Benefits

• A competitive hourly wage and comprehensive benefits package.
• The flexibility and convenience of a fully remote working arrangement.
• Opportunities for professional growth and ongoing training.
• Be part of a supportive, friendly, and well-established company that values its employees.