Outbound Customer Service Representative
Wrench Group, Houston, TX, United States
The Outbound Customer Service Representative will provide exceptional customer service to our clients using a pleasant enthusiastic tone of voice and a willingness to assist our clients even in stressful and high‑pressure situations. Our Customer Service Department receives continuous training, to assist the team with meeting and exceeding booking goals.
Schedule
Shift A Sunday‑Thursday 9am‑6pm
Shift B Tuesday‑Saturday 9am‑6pm
*schedule is subject to change
What’s In It For Me?
Market Value Compensation
PTO Plan
Health, Vision and Dental plans for you and your family to choose from
401K Retirement Plan with company match up to 30%
Life Insurance, Short‑Term and Long‑Term Disability
Special Program Options FSA, EPA, Legal Services, and Identity Theft
Continuous Training for your Professional Development
Working in a dynamic, collaborative, and fun environment
Coached and supported career growth
What Will I Do?
Outbound Customer Engagement
Conduct outbound calls to inform customers of available plumbing, HVAC, and electrical services.
Promote membership benefits, including scheduled visits and exclusive perks.
Communicate ongoing specials and service promotions relevant to customer needs.
Inbound Chat, Text & AI‑Driven Interactions
Respond promptly to inbound chat and text campaigns to schedule appointments for service, inspections, estimates, and recalls.
Monitor and manage Customer AI Alerts/Notifications, including
Answering customer questions
Providing follow‑up call support
Completing rescheduling requests
Supporting membership sales
Attempting to save cancellations when appropriate
Customer Communication & Issue Resolution
Process customer email inquiries and respond professionally via phone or email.
Escalate customer concerns to management when needed, following established protocols.
Maintain a calm, enthusiastic, and solutions‑focused tone during high‑pressure or stressful situations.
Data Entry & System Accuracy
Accurately enter new customer information and update existing client records in the CRM system.
Ensure all interactions, notes, and outcomes are documented clearly and correctly to support team accuracy and service continuity.
Do I Have What It Takes?
Minimum High School Graduate/GED Equivalent.
3+ years’ experience in a call/contact center or dispatch center (preferred).
Intermediate skills in Microsoft Windows, including Word and Excel.
Experience working with Call Center phone systems.
Regular and consistent attendance is required.
Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
#J-18808-Ljbffr
Schedule
Shift A Sunday‑Thursday 9am‑6pm
Shift B Tuesday‑Saturday 9am‑6pm
*schedule is subject to change
What’s In It For Me?
Market Value Compensation
PTO Plan
Health, Vision and Dental plans for you and your family to choose from
401K Retirement Plan with company match up to 30%
Life Insurance, Short‑Term and Long‑Term Disability
Special Program Options FSA, EPA, Legal Services, and Identity Theft
Continuous Training for your Professional Development
Working in a dynamic, collaborative, and fun environment
Coached and supported career growth
What Will I Do?
Outbound Customer Engagement
Conduct outbound calls to inform customers of available plumbing, HVAC, and electrical services.
Promote membership benefits, including scheduled visits and exclusive perks.
Communicate ongoing specials and service promotions relevant to customer needs.
Inbound Chat, Text & AI‑Driven Interactions
Respond promptly to inbound chat and text campaigns to schedule appointments for service, inspections, estimates, and recalls.
Monitor and manage Customer AI Alerts/Notifications, including
Answering customer questions
Providing follow‑up call support
Completing rescheduling requests
Supporting membership sales
Attempting to save cancellations when appropriate
Customer Communication & Issue Resolution
Process customer email inquiries and respond professionally via phone or email.
Escalate customer concerns to management when needed, following established protocols.
Maintain a calm, enthusiastic, and solutions‑focused tone during high‑pressure or stressful situations.
Data Entry & System Accuracy
Accurately enter new customer information and update existing client records in the CRM system.
Ensure all interactions, notes, and outcomes are documented clearly and correctly to support team accuracy and service continuity.
Do I Have What It Takes?
Minimum High School Graduate/GED Equivalent.
3+ years’ experience in a call/contact center or dispatch center (preferred).
Intermediate skills in Microsoft Windows, including Word and Excel.
Experience working with Call Center phone systems.
Regular and consistent attendance is required.
Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
#J-18808-Ljbffr