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Customer Service Representative (Wed.-Sun.)

Gaithersburg, MD

About Michael Bonsby HVAC, Plumbing & Electrical

Michael Bonsby HVAC, Plumbing & Electrical is an established company with over 20 years of experience providing top tier service to the Maryland, Virginia and Washington D.C. communities. 

About This Role

This position manages incoming calls from customers, handles customer service inquiries, and generates sales leads by delivering exceptional customer service. This is a full-time, fully remote role reporting to the Customer Account & Administrator Install Manager. The position will primarily support night and weekend coverage and will also assist with dispatching operations as needed to support business demands.

What You’ll Do Here

  • Answer calls from customers looking to schedule service jobs

  • Set up new customer accounts and locations

  • Verify and update existing customer account and location information as needed

  • Take accurate and detailed job scheduling information to book unassigned jobs

  • Assist with dispatching support, including coordinating jobs and supporting field teams during off-hours

  • Work closely with DSR to obtain and provide any missing details on booked jobs

  • Partner with DST to handle customer inquiries related to scheduling

  • Perform other duties as assigned and as time allows

We’d Love To Hear From You If You Have

  • High school diploma or equivalent

  • Exceptional customer service skills

  • 2+ years of customer service experience

  • Strong aptitude in computer applications and systems

  • Ability to prioritize and manage multiple tasks simultaneously

  • Strong attention to detail

  • Tact and patience when working with various personalities and sensitive situations

  • Ability to work with minimal supervision, problem-solve, think analytically, and stay organized

  • Demonstrated honesty, integrity, and dependability

  • Excellent interpersonal skills when working with employees, customers, property/project managers, and the public

Working Conditions / Physical Demands

  • Fully remote position

  • Scheduled work hours:

    • Wednesday – Friday: 9:00 AM – 6:00 PM

    • Saturday & Sunday: 8:00 AM – 5:00 PM

  • Must be willing to work weekends and support off-hours business needs

  • Equipment used includes a laptop and dial pad with headset

  • Monthly work-from-home adjustment provided

The pay for this position is $18-$22/hour or more depending on job-related knowledge, skills, experience, and location. Other incentive pay may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits.

Benefits and Perks: 

Michael Bonsby HVAC, Plumbing & Electrical treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our employees with: 

  • Competitive Pay
  • Benefits: We offer top-notch benefits!
    • Various medical, dental & vision plans, including 100% employer covered options for you and your family
    • 401(k) match up to 3.5%
    • 100% Company paid long & short-term disability and life insurance
    • Flexible spending accounts for health and dependent care
  • Training and Career Growth: Paid training opportunities and countless internal career growth opportunities. Whether you’re interested in becoming a Field/Department Manager or maybe you’re interested in Sales, Tech and Corporate roles, we’re here to support your growth. 
  • Paid Time Off: 6 company paid holidays, 3 weeks of PTO, and a paid Parental Leave Policy
  • Company Branded Carhartt Uniforms
  • Free Energy Drinks 

Michael Bonsby HVAC, Plumbing & Electrical is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.

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