Customer Care Representative (CCR)

Valparaiso, IN, United States of America Full Time Customer Care Representative (CCR) Company: Amps & Volts Electric, Inc. Job Type: Full-Time Work Location: In Person Pay Range: $17.00-$23.00 per hour based on skills and experience, plus eligibility for performance bonuses after 90 days of employment. Introduction Welcome to Amps & Volts Electric, Inc.! We are a dynamic and growing family-owned company dedicated to providing top-notch residential electrical and home standby generator services to our clients. Our mission is to make Northwest Indiana safer one house at a time. We are currently seeking a warm, upbeat, engaging, and confident Customer Care Representative to join our team. This is a results-driven customer care and appointment-setting role. You will often be the first point of contact with our clients, creating an exceptional customer experience, scheduling service appointments, and helping keep our technicians' schedules full. At Amps & Volts, great customer service directly supports our clients, field team, and company. Strong performance is recognized through coaching, growth opportunities, and performance-based compensation. A significant part of this position involves outbound calls to existing customers and returning calls to prospective customers who have already contacted us. These are warm calls, not cold calls, and may include estimate follow-up, current promotions, and service opportunities. If you enjoy initiating conversations, connecting with different people, communicating with energy and confidence, and turning conversations into scheduled appointments, we would love to hear from you. Key Responsibilities Answer incoming customer calls promptly, professionally, and courteously. Create a POSITIVE FIRST IMPRESSION and provide an EXCEPTIONAL and MEMORABLE customer experience during EVERY interaction. Listen carefully to customers and ask appropriate questions to understand their electrical or generator service needs. Gather and accurately enter customer contact information and service details. Schedule service appointments based on customer needs and available appointment times using our priority scheduling operating procedure. Clearly explain appointment information, service expectations, and next steps. Handle customer questions and concerns professionally and involve the appropriate team member when additional assistance is needed. Identify urgent or potentially unsafe situations and appropriately handle or communicate them to the appropriate team member. Communicate with customers regarding appointment updates, scheduling changes, and other service-related information. Make proactive outbound calls to existing customers and prospective customers who have previously contacted the company to follow up on estimates, discuss current promotions and service opportunities, and help fill available appointment times. Build rapport, answer questions, handle objections professionally, and confidently offer to schedule service. Contact generator customers to schedule routine maintenance as needed. Promptly follow up with customers who contact the company outside normal business hours and return overflow calls in accordance with company procedures and assigned on-call responsibilities. Timely follow-up is critical. Confirm and maintain complete, accurate, and up-to-date customer records and document important details from customer conversations. Work closely with dispatcher and field team members to ensure customer information is communicated accurately. Follow company-approved call procedures and customer service standards. Maintain professionalism and composure during high call volumes and challenging customer interactions. Participate in ongoing training, coaching, meetings, and professional development and apply feedback to improve performance. Follow company operating procedures, standards, and policies. Consistently meet or exceed established minimum performance standards and KPIs for the position, including customer service, call handling, appointment-setting, and other assigned performance metrics. Support fellow team members and contribute to a positive, team-oriented work environment. Assist with dispatching if needed. Other office duties as assigned. Required Qualifications High school diploma or GED. Previous customer service experience preferred; call center, scheduling, receptionist, or home-service experience is a plus. Strong written communication skills. Strong attention to detail and accuracy. Ability to manage multiple tasks and prioritize effectively in a fast-paced office environment. Comfortable using computers, email, customer management software, and other business applications, with the ability to quickly learn and accurately use ServiceTitan as the company's primary customer and service management system. Ability to learn and consistently follow established processes and procedures. Ability to work independently and as part of a team. Dependable, punctual, and reliable attendance. High level of integrity and professionalism. Ability to satisfy the company's lawful pre-employment and ongoing screening requirements, including applicable drug screening and background checks, in accordance with company policy and applicable law. Ability to perform the essential functions of the position, including sitting for extended periods and using a computer, telephone, and headset throughout the workday, with or without reasonable accommodation. Ability to travel from time to time to participate in training and company events. What Makes Someone Successful in This Role High-performing, accountable team member who wants to make a meaningful difference within the organization. Positive, professional, and approachable person who enjoys talking with people. Warm, upbeat, engaging, and confident telephone presence with excellent verbal communication and relationship-building skills. Strong listening skills and the ability to adjust your communication style to connect effectively with a wide range of customer personalities. Comfortable and confident making outbound calls, building rapport, discussing promotions and service opportunities, handling objections, and asking customers to schedule. Ability to remain positive, calm, and professional when speaking with frustrated, hesitant, or challenging customers. Coachable, results-oriented, and willing to receive feedback, apply it, and continually improve. Schedule & Availability Standard business hours are Monday through Friday, 7:00 a.m. to 5:30 p.m. Central Time. Individual work schedules are established based on business needs. Flexibility for occasional evening and/or weekend coverage is required based on customer demand, staffing needs, and assigned on-call responsibilities. On-Call Requirement: This position participates in a rotating after-hours on-call schedule. Team members are expected to be available during their assigned rotation to respond to customer calls and text messages and assist with scheduling and dispatching according to company procedures. Additional compensation is provided in accordance with the company's on-call compensation policy. Compensation and Benefits Competitive starting hourly pay of $17.00-$23.00 per hour, based on skills and experience. Weekly Performance Bonuses: After successfully completing the first 90 days of employment, Customer Care Representatives are eligible to earn various weekly performance bonuses based on meeting established performance goals. Performance expectations and bonus requirements will be reviewed with employees as part of their training and development. Group health, dental, and vision insurance options. Optional supplemental coverages and benefits. Paid time off and holidays. Company-matched retirement plan beginning in 2027. Professional development opportunities. Access to vendor discounts on items such as school/office supplies, automotive parts, tools, and more. Company Culture At Amps & Volts Electric, Inc., we value Honesty, Excellence, Accountability, Results-driven performance, and Teamwork. We are committed to building a team of people who embody these core values and contribute to a supportive, professional work environment. Our team members are dedicated to providing outstanding customer service, working collaboratively, taking ownership of their responsibilities, and continually improving. We strive to create an environment where every team member can thrive, grow, and contribute to everyone's success in our family business. Equal Opportunity Employer Amps & Volts Electric, Inc. is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs and without unlawful discrimination based on any status protected by applicable federal, state, or local law. At-Will Employment Employment with Amps & Volts Electric, Inc. is at will. Subject to applicable law, either the employee or the company may terminate the employment relationship at any time, with or without cause or advance notice. Nothing in any policy, statement, handbook, or other document alters the at-will nature of employment with Amps & Volts Electric, Inc. #J-18808-Ljbffr Amps & Volts Electric, Inc.