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About careerforge – Pioneering Remote Service Excellence
careerforge is a leading provider of home‑service solutions, delivering fast, reliable, and high‑quality plumbing, electrical, and HVAC support to residential and commercial customers across the United States. Our mission is to blend cutting‑edge technology with a human‑centered approach, ensuring every interaction leaves a lasting positive impression. As a fully remote‑first organization, careerforge empowers its team members to work from the comfort of their homes while staying connected through robust digital platforms, continuous training, and a collaborative culture that values innovation, accountability, and personal growth.
Position Overview
We are seeking a dedicated Third Shift Customer Solutions Representative to join our dynamic remote workforce. This role is the critical bridge between our valued customers and the skilled technicians who bring solutions to their doors. Working the night shift (3:30 pm – 12:00 am, Tuesday through Saturday), you will handle inbound and outbound calls, schedule service appointments, dispatch qualified technicians, and perform essential administrative duties—all while delivering the friendly, professional service that defines careerforge.
Key Responsibilities
- Answer inbound phone calls promptly, gathering complete and accurate information to schedule service jobs and resolve customer inquiries.
- Initiate outbound calls to confirm appointments, follow up on pending requests, and proactively reach out to customers with updates.
- Dispatch the appropriate technician based on skill set, geographic proximity, and customer preferences, ensuring optimal match‑making for each job.
- Utilize careerforge’s industry‑standard software platforms, including ServiceTitan and ClearPath, to plan, assign, and track service calls in real time.
- Communicate estimated arrival times, technician names, and service details to customers, maintaining transparency and trust throughout the service lifecycle.
- Coordinate with field technicians to confirm availability, provide updates on job status, and address any logistical challenges that arise.
- Maintain meticulous records of customer data—names, phone numbers, addresses, and service histories—to guarantee accuracy across all scheduling activities.
- Perform a variety of administrative tasks as directed by the Office Manager and other senior leaders, including data entry, reporting, and documentation.
- Engage with a diverse customer base, ranging from single‑family homeowners to multi‑unit commercial properties, delivering tailored solutions that meet each client’s unique needs.
- Identify opportunities for process improvement, share insights with the team, and contribute to the continuous enhancement of careerforge’s customer experience.
Essential Qualifications
- High school diploma or GED equivalent; additional education or certifications are a plus.
- Minimum of three (3) years of proven experience in a customer‑service environment, preferably within a call‑center or remote setting.
- Residency in Illinois with the ability to travel to McHenry, IL for mandatory in‑person training sessions.
- Demonstrated dispatch experience or familiarity with scheduling software (ServiceTitan, ClearPath, or similar) is highly desirable.
- Strong verbal and written communication skills, with the ability to convey complex information clearly and courteously.
- Attention to detail and a commitment to data accuracy, ensuring every job is logged correctly.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating web‑based applications.
- Flexibility to work night‑shift hours, including weekends, and the self‑discipline required for remote work.
- Basic understanding of plumbing, electrical, or HVAC systems is advantageous, though not mandatory.
Preferred Qualifications & Skills
- Previous experience in a home‑service or field‑service dispatch role.
- Certification or coursework related to customer service excellence, conflict resolution, or technical support.
- Ability to multitask effectively, prioritize competing demands, and manage workflow under tight deadlines.
- Demonstrated empathy and the capacity to engage with a diverse range of individuals across all organizational levels.
- Tech‑savvy mindset with a willingness to adopt new tools, platforms, and processes as careerforge evolves.
- Proactive problem‑solving attitude, with a track record of identifying and implementing improvements.
Core Competencies for Success
- Customer‑Centric Mindset: Prioritizing the customer’s experience, anticipating needs, and delivering solutions that exceed expectations.
- Effective Communication: Clear, concise, and courteous interaction both on the phone and in written correspondence.
- Organizational Agility: Managing multiple schedules, updates, and priorities without sacrificing accuracy.
- Technical Acumen: Quick learning of software tools and a basic grasp of service‑industry terminology.
- Team Collaboration: Working closely with technicians, managers, and peers to ensure seamless service delivery.
- Resilience & Adaptability: Thriving in a fast‑paced, ever‑changing environment while maintaining a positive attitude.
Career Growth & Learning Opportunities
careerforge is committed to the professional development of every team member. As a Third Shift Customer Solutions Representative, you will have access to:
- Structured onboarding and ongoing training programs delivered through our state‑of‑the‑art virtual learning platform.
- Mentorship from senior dispatch managers and seasoned technicians, fostering skill‑building and career advancement.
- Opportunities to transition into supervisory or specialist roles, such as Senior Dispatch Coordinator, Training Lead, or Remote Operations Manager.
- Cross‑functional exposure to marketing, operations, and technology teams, broadening your industry knowledge.
- Tuition reimbursement for relevant certifications or degree programs, supporting your long‑term career aspirations.
Work Environment & Culture at careerforge
Our remote‑first philosophy means you’ll work from a home office equipped with the tools you need to succeed. careerforge promotes a culture built on:
- Inclusivity: A diverse workforce where every voice is heard and respected.
- Transparency: Open communication channels that keep you informed about company goals, performance metrics, and upcoming initiatives.
- Recognition: Regular acknowledgment of outstanding performance through awards, shout‑outs, and incentive programs.
- Work‑Life Balance: Flexible scheduling options, generous paid time off, and a supportive management team that values personal well‑being.
- Innovation: Encouragement to suggest process improvements and participate in pilot projects that shape the future of remote service delivery.
Compensation, Perks & Benefits
careerforge offers a competitive compensation package designed to attract and retain top talent:
- Starting hourly wage of $20.00, with performance‑based raises and shift differentials.
- Comprehensive medical, dental, and vision insurance plans.
- Supplemental AFLAC insurance options for additional peace of mind.
- 401(k) retirement plan featuring a company match to help you build long‑term financial security.
- Company‑provided life insurance coverage.
- Employee discounts on careerforge’s home‑service offerings, allowing you and your family to benefit from our expertise.
- Paid Time Off (PTO) and paid holidays to recharge and spend quality time with loved ones.
- Access to an on‑site training facility (available for occasional in‑person sessions) and a robust virtual learning library.
- Tuition reimbursement for approved educational pursuits.
How to Apply
If you are a motivated, detail‑oriented professional who thrives in a remote, night‑shift environment and is eager to contribute to a fast‑growing service organization, we want to hear from you. Join careerforge and become part of a team that values excellence, innovation, and the power of great customer experiences.
and start your journey with careerforge today!
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