Vision Plumbing Heating Cooling is a family-owned trades company serving the Okanagan (Kelowna to Vernon to Penticton) with plumbing, HVAC, and gas services. We're growing, and we're looking for a dedicated **Customer Service Representative** to join our office team.
About the Role
This is a customer-facing role, separate from dispatch, you'll be the friendly, professional voice our customers hear when they call, and the person who keeps their experience smooth from first contact through job completion. You won't be juggling technician scheduling; your focus is the customer.
What You'll Do
- Answer inbound calls, emails, and web/text inquiries with warmth and professionalism
- Book service calls and quotes into our scheduling system
- Make proactive outbound calls to customers, quote follow-ups, reactivation/maintenance reminders, and review requests
- Follow up with customers on quotes, invoices, and outstanding balances
- Manage the credit-card-on-file and payment process for completed jobs
- Request and track online reviews from happy customers
- Handle customer questions, concerns, and escalations, looping in a manager when needed
- Keep customer records accurate and up to date
- Support our loyalty program and seasonal maintenance reminders
What We're Looking For
- Previous customer service or call-center experience (trades/home services industry an asset, not required)
- Clear, friendly phone and written communication skills
- Comfortable making outbound calls, not just answering inbound ones, confident engaging customers proactively
- Comfortable multitasking across calls, emails, and scheduling software
- Detail-oriented — comfortable with accurate data entry and follow-through
- A team player who thrives in a fast-paced office environment
- Experience with field service software is a plus
What We Offer
- Competitive pay, based on experience
- A supportive, family-oriented team environment
- Stability with a well-established, growing Okanagan company
Pay: $23.00-$26.00 per hour
Benefits:
- Casual dress
- Extended health care
- On-site parking
- Paid time off
Experience:
Language:
Location:
- Kelowna, BC V1X 7J3 (required)
Work Location: In person
