Customer Service Agent

About the role

As a Customer Care Consultant, you're often the first person our customers speak with when they need help. Your job isn't simply to answer the phone. You'll listen to customers, understand their needs, build trust, overcome concerns, and help turn incoming opportunities into scheduled service appointments. If you're energetic, comfortable in a fast-paced call center, great with customers, and motivated by performance, we want to hear from you.

Responsibilities

• Answer inbound customer calls professionally and efficiently
• Listen carefully to understand each customer's needs
• Build rapport and trust with customers over the phone
• Schedule service appointments for our Electrical, Plumbing, and HVAC teams
• Convert incoming customer opportunities into booked appointments
• Clearly communicate available services, scheduling options, and next steps
• Ask appropriate questions to gather accurate information about the customer's service needs
• Handle customer questions and concerns with empathy and professionalism
• Help overcome customer objections or hesitation when appropriate
• Identify opportunities to retain customers who may be considering canceling or not booking
• Accurately enter customer information, service needs, and appointment details into company systems
• Manage multiple systems and tasks while actively communicating with customers
• Respond to customer communications through phone, email, chat, or other channels as assigned
• Follow established call procedures and customer service standards
• Meet individual and team performance expectations
• Collaborate with Dispatch, Branch Operations, technicians, and other team members to support the customer experience
• Represent Service Minds and our brands with professionalism, empathy, positivity, and integrity

Requirements

• Previous call center, customer service, inside sales, appointment-setting, or similar experience
• Strong verbal communication skills
• Confidence speaking with customers over the phone throughout the workday
• Ability to build rapport quickly and create a positive customer experience
• Comfort asking questions and guiding conversations toward a solution
• Comfort working toward booking, conversion, and performance goals
• Ability to professionally handle objections and challenging customer conversations
• Strong active-listening skills
• Ability to remain calm and solution-focused when customers are frustrated
• Strong computer skills and ability to learn new software
• Ability to navigate multiple computer systems while speaking with customers
• Accurate data-entry and documentation skills
• Strong attention to detail
• Ability to work effectively in a fast-paced, high-volume environment
• Dependability and consistent attendance
• Positive, team-oriented approach
• Motivation to receive coaching, improve performance, and continue developing
• High school diploma or GED
• Bilingual skills are a plus

Benefits

• Multiple medical plan options
• Health Savings Account (HSA) options
• Dental and Vision insurance
• Life Insurance
• Short-Term and Long-Term Disability
• Paid Time Off (PTO)
• Paid holidays
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• 401(k) with employer match
• Additional voluntary benefit options

Perks & Opportunities

• Employee discounts across Service Minds brands
• Comprehensive training program
• Ongoing coaching and professional development
• Performance recognition and incentives
• Career advancement opportunities within Customer Care, Dispatch, Operations, and other areas of Service Minds
• Opportunities across Mister Sparky Electric, Benjamin Franklin Plumbing, and One Hour Heating & Air Conditioning
• Supportive team environment focused on growth, performance, and success

Pay

• Starting pay: $17/hour
• Up to $18/hour for qualifying bilingual team members
• Uncapped commission opportunities
• Top performers can earn $27+ per hour
• Full-time opportunity
• 401(k) with employer match