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Customer Service Representative (Wed.-Sun.)

Gaithersburg, MD

Zephyr is a growing platform of local brands in the residential home services industry, spanning HVAC, plumbing, and electrical trades. Our mission is to perfect the home services experience from the inside out—by investing in our technicians, supporting local leadership, and equipping our teams with the tools and resources to deliver trusted service in every home we enter.

We operate in multiple markets across the country, combining the local trust and expertise of each brand with centralized support across marketing, technology, operations, and finance. At Zephyr, we move with purpose—bold in our pursuit of excellence, grounded in transparency, and unified by our commitment to customers, teams, and community.

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

  • Competitive Pay: Significant base salary and bonus opportunity
  • 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
    • Cell phone reimbursement and work-from-home stipend
    • Flexible spending accounts for health and dependent care
  • Training and Career Growth: We are scaling quickly and would support this person’s career growth and development
  • Paid Time Off: Company paid holidays, unlimited PTO, and a paid Parental Leave Policy

Zephyr and its companies are 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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