Welcome to blithequark At blithequark, we are passionate about delivering exceptional customer experiences that exceed expectations. As a leader in our industry, we are committed to providing top-notch service to our clients, and we are looking for talented individuals to join our team. If you are a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for our 3rd Shift Customer Experience Agent position. This is a fully remote opportunity, allowing you to work from the comfort of your own home and enjoy a better work-life balance. Job Summary We are seeking an experienced Customer Experience Agent to join our team on a full-time basis. As a 3rd Shift Customer Experience Agent, you will be responsible for providing exceptional customer service over the phone, responding to customer inquiries, and dispatching calls to technicians. You will be working from 6:00pm-2:30am Monday through Thursday and 3:30pm-12:00am on Sunday, so you must be comfortable working evening and overnight shifts. If you are a self-motivated and organized individual with excellent communication skills, we want to hear from you.

Key Responsibilities

Answer inbound phone calls to schedule jobs and handle customer service inquiries in a timely and professional manner Initiate outbound phone calls for scheduling of service calls and follow up with customers as needed Handle various customer inquiries and requests efficiently and accurately, providing solutions and alternatives when possible Dispatch the correct technician to each job based on qualifications, geography, and customer preference Utilize Service Titan software to effectively plan and dispatch jobs, ensuring that all details are accurate and up-to-date Proactively communicate with customers regarding estimated arrival times, technician details, and any other relevant information Communicate with technicians regarding availability, expected completion time, and any other relevant information Ensure accuracy of details on all scheduled calls, including customer name, phone number, address, and other relevant information Perform a variety of administrative duties as requested by your direct supervisor and other managers in the company High interaction with service technicians and various customers from residential to commercial, providing exceptional customer service and support Other duties as assigned, including participating in training and development programs to continuously improve your skills and knowledge Essential Qualifications Must live in Illinois and be familiar with the surrounding Chicagoland area High school diploma or equivalent (GED) required Minimum of 3 years relevant work experience in a customer service environment, with previous dispatch experience a plus Strong verbal and written communication skills, with the ability to effectively communicate with customers, technicians, and other stakeholders Attention to detail and ability to manage priorities and workflow in a fast-paced environment Ability to deal effectively with a diversity of individuals at all organizational levels, including customers, technicians, and management Versatility, flexibility, and a willingness to work within constantly changing priorities and deadlines Proficient in careerzynith Office and able to learn new software systems, including Service Titan Ability to work from home efficiently and effectively, with a dedicated workspace and minimal distractions Ability and willingness to work nights and weekends, including evening and overnight shifts Preferred Qualifications Plumbing, Electric & HVAC experience a plus, with knowledge of industry-specific terminology and concepts Previous experience working in a remote or virtual environment, with the ability to self-motivate and stay organized Strong problem-solving skills, with the ability to think critically and outside the box Excellent time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously What We Offer At blithequark, we are committed to providing our employees with a comprehensive benefits package, including: Medical, Dental & Vision Insurance, with competitive rates and coverage options Supplemental AFLAC Insurance Options, providing additional protection and peace of mind 401(k) Plan with Company Match, helping you save for your future and retirement Company-provided Life Insurance, providing financial protection for you and your loved ones Employee discounts on company-provided services, including exclusive offers and promotions On-site training facility for continuous employee development, with opportunities for growth and advancement Paid Time Off (PTO) and Paid Holidays, allowing you to take time off and recharge Tuition Reimbursement, supporting your ongoing education and career development Career Growth Opportunities At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of training