Weekend Customer Service Representative
Plumbing & Heating Paramedics
About Us
At Plumbing & Heating Paramedics, we take pride in delivering reliable service and an exceptional customer experience from the first phone call through to job completion.
Our Customer Service team plays an important role in keeping daily operations running smoothly by providing clear communication, accurate scheduling, and dependable support to both our customers and field technicians.
Position Summary
The Weekend Customer Service Representative (CSR) is responsible for managing incoming customer calls, booking service appointments, maintaining the weekend schedule, and supporting the technicians working in the field.
This position is primarily focused on ensuring customers receive prompt, professional service while keeping the weekend dispatch board organized and technicians supported throughout their shifts.
This is a weekend position consisting primarily of two 10–12-hour shifts. Call volume and business demand will vary throughout the year, with heavier demand typically occurring during the fall and winter seasons. The successful candidate must be comfortable working independently and managing both busy and quieter periods effectively.
Compensation
- Starting wage: $18.00–$20.00 per hour, based on experience
- Opportunity for additional hours based on business needs
Key Responsibilities
- Answer incoming customer calls promptly, professionally, and with a friendly and confident approach.
- Identify the customer's needs and accurately book plumbing, heating, and cooling service appointments.
- Maximize booking opportunities and make every reasonable effort to fill available openings in the schedule.
- Maintain an organized and accurate dispatch board throughout the day.
- Dispatch technicians and make schedule adjustments as calls are booked, completed, delayed, or rescheduled.
- Communicate appointment details, expected arrival windows, delays, and schedule changes clearly to customers.
- Provide technicians with accurate job information and assist with scheduling or customer communication when required.
- Monitor technician schedules throughout the shift and help ensure technicians have the information and support needed to complete their calls.
- Maintain accurate customer, job, and appointment information within company software and CRM systems.
- Follow company booking procedures, call-handling expectations, and standardized workflows.
- Escalate customer concerns, scheduling issues, or operational situations to the appropriate manager when required.
- Complete any required end-of-shift communication or notes so the weekday team has a clear understanding of outstanding calls, follow-ups, or scheduling concerns.
Weekend Priorities
The Weekend CSR plays an important role in both supporting weekend operations and preparing the schedule for the upcoming week. The primary priorities of the position are to:
- Answer the phones: Ensure incoming calls are answered professionally and customers receive timely assistance.
- Book the call: Capture as many appropriate service opportunities as possible and accurately schedule customers.
- Support the technicians: Remain available to assist weekend technicians with schedule changes, customer communication, and job information.
- Maintain the schedule: Keep the dispatch board accurate, organized, and updated throughout the shift.
- Communicate clearly: Ensure customers and technicians are kept informed of any changes, delays, or important information.
- Create a positive customer experience: Represent Plumbing & Heating Paramedics professionally during every interaction.
What We’re Looking For
We are looking for someone who is dependable, organized, and confident working independently. Because weekend office support is limited, the successful candidate must be comfortable making routine scheduling decisions, communicating with technicians, and managing customer needs without constant supervision.
The ideal candidate will have:
- Excellent verbal communication and customer service skills.
- A professional, friendly, and confident phone presence.
- Strong organizational and multitasking abilities.
- Excellent attention to detail when entering customer and job information.
- The ability to remain calm and professional during busy or challenging situations.
- Good judgment and problem-solving skills.
- The ability to prioritize calls and scheduling needs throughout the day.
- The ability to work independently while remaining connected to the field team.
- A dependable and responsible approach to attendance and scheduled shifts.
- A positive attitude and willingness to learn company procedures and services.
- The initiative to remain productive during quieter periods.
Previous experience in customer service, dispatching, home services, or a call centre environment is considered an asset; however, attitude, dependability, communication skills, and willingness to learn are equally important.
Preferred Qualifications
- Minimum one year of customer service experience.
- Previous call centre, scheduling, or dispatch experience considered an asset.
- Experience working with CRM or scheduling software considered an asset.
Work Location
This position may transition to working from home following successful completion of the required training period and demonstration of the ability to perform the position independently and consistently.
Training will be completed in-office to ensure the employee is comfortable with company procedures, scheduling expectations, software, customer communication, and technician support requirements.
Position Expectations
Weekend coverage is an important part of our customer service and field operations. Employees in this position are expected to be dependable, available for their scheduled shifts, responsive to both customers and technicians, and able to take ownership of weekend operations within the responsibilities of the role.
The goal is simple: answer the call, book the opportunity, support the technician, and provide the customer with an exceptional experience.
Pay: $18.00-$20.00 per hour
Expected hours: No less than 20.0 per week
Work Location: Hybrid remote in Calgary, AB
